Program Specialist, Amazon Customer Service

Program Specialist

Amazon's Digital, Device, and Alexa Services (D2AS) Mass Action Recovery Support (MARS) team acts as the centralized communications liaison between Amazon's Recovery teams, Business teams and Amazon's customers. The MARS team's mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted large scale issues. MARS is responsible for communicating to millions of customers each year across more than 20+ languages and owns all bulk actions for D2AS such as large scale physical and digital order refunds, cancellations and more. Do you want to join a team focused on critical communication and play a role in the decision-making processes that restore/retain customer trust? Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts advocates across leadership and business teams? Do you thrive in a culture where Customer Obsession and the Bias For Action are highly valued? The MARS team (currently based in Ireland, the US and the Philippines) is looking for Seattle-based Program Specialists to help support and shape the future of our growing Bulk Action & Communications team. As a Program Specialist, you will play a key role on the team by managing stakeholders on large-scale customer impacting issues, owning relationships with partner teams, validating data, investigating customer issues, and driving the communications process from creation to execution. You will be detail oriented and results driven to ensure flawless communication execution as well as ensure the needs of both the customers and the business are addressed. Outside of these day-to-day duties, Program Specialists will own and have to properly prioritize a myriad of team related projects.

Key job responsibilities:

• Facilitate bulk recovery actions and communications on behalf of the Amazon's Digital, Device, and Alexa Services (D2AS) org.
• Be the primary owner of bulk action requests, owning and driving facilitation from end-to-end.
• Own and support global cross-team coordination, project management, and be able to swiftly prioritize and multi-task based on strong business judgement.
• Support and manage stakeholders by helping them deep dive and understand the customer experiences you collaborate on, partnering across multiple back-end teams who are impacted by bulk action processes, and providing data and timelines in ways which create the best possible customer experience.
• Independently review a situation, identify the most customer centric path forward, and write mass mail content which fits the situation.
• Prepare and publish mass mail text recommendations; advocating for the customer at every stage.
• Be the liaison between business analyst teams on complex issues requiring outside data assistance.
• Prepare data input recommendations, reports, and data/customer related investigations.
• Perform quality checks of mails to ensure the end customer experience is ideal.

A day in the life:

Our team's focus is supporting customers who are impacted by broken experiences when something on a 1st party products and services of Amazon goes wrong (Kindle, Echo, Appstore, Prime Video etc). We do this by providing critical communication and actions to these customers. By supporting these customers, we reduce the need for them to contact customer service. The MARS Program Specialists' daily work focuses on handling the requests we receive from all over the D2AS global organisation which report these experiences. Each team member works 1-to-1 with their individual requesters/the requesting teams to drive conversation on the best path forward for both the requesting business POCs and the customers impacted by the reported experience. There are various flavours of work for MARS Program Specialists every day, ranging from honing stakeholder management skills and managing upwards, content management, data handling and programmatic work. When the team's requirements for the defined path forward are met, MARS Program Specialists utilized various tools to carry out large actions such as mass mail communications, push notifications, large scale refunds and physical order cancellations.

About the team:

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. If you're passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Basic Qualifications:

• Bachelor's degree graduate in writing, communications or other relevant field.
• Ability to work flex shifts and OT on an as-needed basis to support high severity issues (which may include evenings, weekends, or holidays).
• Ability to work directly with multiple other team members as a cohesive unit to accomplish a task.
• Experience with Word, Microsoft Access, and other Office Suit Programs for Data and Program management work.
• Intermediate Excel skills for data manipulation (vlookups, pivot tables, conditional formats, etc.).

Preferred Qualifications:

• Experience in data handling within a metrics driven environment.
• Possess excellent written and verbal communication skills to communicate and manage relationships across a series of technical and non-technical teams.
• Experience writing customer facing content at scale.
• Ability to multitask and manage multiple projects - work prioritization, planning and task delegation.
• Ability to compartmentalize a highly complex process into sequential pieces, and then execute them holistically.
• Possess flexibility and have a track record of Delivering Results in a customer obsessed, metrics-based work environment.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $36,900/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.