Description

　　The Device and Digital Command Center (D2C2) is a global team that supports widespread broken customer experiences within Amazon’s Device, Digital, and Alexa network. We have sites within India, Europe, and the US, each covering local core hours to support 24/7, 365 days a year. Our Program Specialists work in partnership with various tech and non-tech stakeholders using efficient communications to influence and guide, while advocating for timely customer experience resolution.

　　Are you someone who likes to solve problems and has an eye for investigation? Do you like learning about new technology and getting your hands on devices before the general public? Then this opportunity may be for you!

　　The ideal candidate will have the ability to dive deep into details of a broken customer experience and related processes, is confident in written and verbal communications, and comfortable collaborating with diverse stakeholders including leadership.

　　Key Responsibilities:

　　Manage widespread broken customer experiences from start to finish with an appropriate sense of urgency

　　Create, maintain, and share written narratives related to the investigative journey

　　Advocate for long term solutions after customer experience mitigation

　　Analyze customer contacts and related data trends

　　Apply good judgment in prioritizing tasks, navigating ambiguity, and time management

　　Think big to drive process and product improvements on behalf of the customer experience

　　Seek to understand Amazon’s Device, Digital, and Alexa products and services by knowing how all of the product offerings are tied together

　　Ability to stay calm during crisis situations and maintain good comportment

　　We are open to hiring candidates to work out of one of the following locations:

　　Seattle, WA, USA

　　Basic Qualifications

　　The ideal candidate will be motivated to take on new challenges and demonstrate the following:

　　1+ years of call center customer service experience

　　Experience in project/program management

　　Experience using data and metrics to determine and drive improvements

　　Ability to work weekends and most holidays

　　Preferred Qualifications

　　Familiar with Microsoft Office Suite

　　Skillful in navigating various types of technology

　　Knowledgeable in pulling and analyzing large sets of data

　　Experience in project/program management and/or operations in a customer service environment

　　Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply – you could be exactly who we are looking for!

　　Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $32,800/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.