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Program Specialist, Amazon Customer Service

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång · Programledning

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Amazon seeks a Program Specialist for its Network Control Center in Hyderabad. This role focuses on real-time incident recovery, managing bulk actions, and customer communication to prevent issues before they impact the customer journey. The ideal candidate will manage stakeholders, validate data, and drive process improvements.

Ansvarsområden

  • 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.
  • Manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers.
  • Use various tools to execute large-scale actions: mass communications, push notifications, refunds, and order cancellations.

Krav

  • Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
  • Experience with MS Word, Excel, Access, 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.)

Önskade kvalifikationer

  • 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 writing customer facing content at scale.

Förmåner

  • Inclusive culture empowers Amazonians to deliver the best results for our customers.
#customer service#program management#incident management#communication#process improvement
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Företag

Amazon

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Hyderabad, India

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