At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.
Key job responsibilities
Manage high-severity incidents (Sev1/Sev2) impacting Amazon CS customers by running bridge calls and coordinating with Service Delivery, Product, Engineering, PR, Legal, and Security Operations teams to drive resolution
Triage technical and operational incidents, assess customer impact, and coordinate with relevant teams to identify root cause and resolution path
Initiate and manage proactive customer communications including website/app banners, IVR updates, and mass notifications to reduce anxiety contacts during known issues
Protect contact channels by identifying known-issue volume and ensuring customers with genuine issues can reach Customer Service without congestion
Provide regular, timely updates to senior leadership with clear customer impact assessments, resolution timelines, and status indicators
Dive deep into incident data, identify systemic problems, and present solutions and preventive measures to leadership
Develop, maintain, and execute Standard Operating Procedures for incident response scenarios, including coordination playbooks for cross-functional teams
Track service health metrics and coordinate with stakeholders to mitigate customer impact during capacity constraints or system degradation
Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
2+ years of program or project management experience
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Experience in Business English skills, both verbal and written
Speak, write, and read fluently in Japanese
Knowledge of Lean principles and DMAIC methodology
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.
