Job Description

Description

The Device and Digital Command Center (D2C2) is a global team dedicated to improving customer experiences across Amazon's Device, Digital, and Alexa networks. Our team operates across various regions, providing support 24/7, 365 days a year. As a Program Specialist, you will collaborate with both technical and non-technical teams to efficiently resolve customer issues while advocating for a positive customer experience.

Are you a problem-solver with a knack for investigation? Do you enjoy exploring new technologies and getting early access to devices? Then this might be the perfect opportunity for you!

The ideal candidate will excel at analyzing details of customer experiences and associated processes, communicate effectively in writing and verbally, and engage with a variety of stakeholders, including leadership. A flexible work schedule is required to accommodate shifts.

Key Responsibilities

• Oversee the resolution of widespread customer experience issues promptly.
• Create and maintain comprehensive written documents about the investigative process.
• Advocate for long-term solutions after addressing immediate customer concerns.
• Analyze customer interactions and data trends to inform improvements.
• Prioritize tasks effectively while managing ambiguity and time constraints.
• Drive process and product enhancements for better customer experiences.
• Thoroughly understand Amazon's Device, Digital, and Alexa product lines and how they interconnect.
• Maintain composure during crisis situations.

A Day in the Life

Our focus is on solving complex problems to innovate for our customers. We push technological boundaries to create exceptional experiences and adapt swiftly in a dynamic environment.

If you don't meet every qualification listed, we still encourage you to apply! Amazon values diversity in backgrounds, experiences, and skillsets. If you're passionate about this role and aim to make a global impact, we want to hear from you!

Benefits Summary

Amazon offers a comprehensive benefits package that supports you and your eligible family members, including domestic partners and their children. Benefits may vary by location, hours worked, length of employment, and job status. Regular full-time employees can typically expect:

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

About The Team

The vision of D2C2 is to address widespread customer-impacting issues through effective crisis management, ensuring timely recovery to enhance customer experience.

Basic Qualifications

• 1+ years of experience in customer service.
• Proficient in using data to drive improvement initiatives.
• Willingness 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

• Familiarity with Microsoft Office Suite.
• Ability to navigate and learn various technologies.
• Experience in analyzing large data sets.
• Background in project/program management or operations within a customer service environment.

Amazon is an equal opportunity employer and does not discriminate based on veteran status, disability, or other legally protected status. Our inclusive culture empowers all employees to achieve the best outcomes for our customers.

If you have a disability and require accommodations during the application and hiring process, please reach out to our recruiting partner. This position will remain posted until filled. Please apply via our internal or external career site.

Company - Amazon.com Services LLC

Job ID: A3024981

Job Tags

Work at office, Immediate start, Flexible hours, Shift work, Weekend work,

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