Key job responsibilities
1. Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution.
2. Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward.
3. Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience.
4. Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment.
5. Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes.
6. Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives.
7. Identify process improvement opportunities, propose changes, and amend SOPs once approved.
A day in the life
Our team supports customers impacted by issues with Amazon's first-party products and services (Kindle, Echo, Appstore, Prime Video, etc.). We provide critical communications and take proactive actions to resolve their concerns, reducing the need for customers to contact customer service and improving their overall experience.
Program Specialists manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers. Work varies daily - from stakeholder management and content creation to data handling. Once approved, specialists use various tools to execute large-scale actions: mass communications, push notifications, refunds, and order cancellations.
Bachelor's degree or equivalent, or experience driving internal cross-team collaboration
Experience with MS Excel, Word, SharePoint & PowerPoint
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Work all days and shifts, including overtime (24 hours a day, 7 days a week operation, including holidays)
Experience working with data and leveraging analytics to make decisions
Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
Experience managing multiple projects, prioritizing, planning, and managing time
Experience in a highly agile environment
Experience writing customer facing content at scale.
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.
