Program Specialist, NCC, Network Control Center, Amazon Customer Service

Logistics, Sales & Operations · Sales & Business Development · Customer Success

In short

Amazon's Network Control Center (NCC) seeks a Program Specialist to manage large-scale customer-impacting issues, coordinate with recovery and business teams, and execute bulk actions and communications. This role involves data validation, stakeholder management, and driving process improvements within a 24/7 operational environment.

Responsibilities

Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution.
Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward.
Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience.
Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment.
Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes.
Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives.
Identify process improvement opportunities, propose changes, and amend SOPs once approved.

Requirements

Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
Bachelor's degree or equivalent, or experience driving internal cross-team collaboration
Experience working with Microsoft Word, Excel and 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)

Desired Qualifications

Experience working with data and leveraging analytics to make decisions
Experience creating and delivering written and oral communications for technical and non-technical audiences
Experience managing multiple projects, prioritizing, planning, and managing time
Experience in a highly agile environment
Experience in content writing

Benefits

Inclusive culture empowers Amazonians to deliver the best results for our customers.
Workplace accommodations/adjustments available for individuals with disabilities during application and hiring process.

Skills

Microsoft WordMicrosoft ExcelMicrosoft PowerPoint

#Network Control Center#Customer Service#Incident Recovery#Communications

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