Program Specialist (d2c2), Customer Service

Device And Digital Command Center Program Specialist

The Device and Digital Command Center (D2C2) is a global team that supports widespread broken customer experiences within Amazon's Device, Digital, and Alexa network. We have sites within India, Europe, and the US, each covering local core hours to support 24/7, 365 days a year. Our Program Specialists work in partnership with various tech and non-tech stakeholders using efficient communications to influence and guide, while advocating for timely customer experience resolution. Are you someone who likes to solve problems and has an eye for investigation? Do you like learning about new technology and getting your hands on devices before the general public? Then this opportunity may be for you! The ideal candidate will have the ability to dive deep into details of a broken customer experience and related processes, is confident in written and verbal communications, and comfortable collaborating with diverse stakeholders including leadership. Candidate will be required to work in shifts.

Key job responsibilities:

• Manage widespread broken customer experiences from start to finish with an appropriate sense of urgency
• Create, maintain, and share written narratives related to the investigative journey
• Advocate for long term solutions after customer experience mitigation
• Analyze customer contacts and related data trends
• Apply good judgment in prioritizing tasks, navigating ambiguity, and time management
• Think big to drive process and product improvements on behalf of the customer experience
• Seek to understand Amazon's Device, Digital, and Alexa products and services by knowing how all of the product offerings are tied together
• Ability to stay calm during crisis situations and maintain good comportment

A day in the life:

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.

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.

About the team:

D2C2's vision is to mitigate widespread customer-impacting issues through efficient, real-time crisis management and advocating for timely recovery to restore the customer experience.

Basic Qualifications:

1+ years of customer service experience; Experience using data and metrics to determine and drive improvements; Ability to work weekends and most holidays; Bachelor's degree in Computer Science, Data Science, Information Technology, or a related technical field, or equivalent professional experience.

Preferred Qualifications:

Familiar with Microsoft Office Suite; Skillful in navigating various types of technology; Knowledgeable in pulling and analyzing large sets of data; Experience in project/program management and/or operations in a customer service 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.

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.