Program Specialist, D2C2

Job description

DESCRIPTION

External job description
The Digital and Device Customer Service (D2CS) Program Specialist will work as part of the Digital Device Command Centre (D2C2) to mitigate widespread and systemic customer facing problems for Amazon's global Digital and Device network. This role involves facilitating the fast resolution of emerging issues by acting as an advocate on behalf of the customer and engage the appropriate internal teams to drive issue mitigation. Monitoring and managing the team's internal alert system to identify customer facing problems will also be required from time to time.

Overall Responsibilities:
· Manage and own emerging issues from start to finish, with an appropriate sense of urgency.
· Send targeted communication on emerging issues to all levels (support, management, executives).
· Facilitate Post-Mortem\Root Cause Analysis after each event to mitigate problem recurrence.
· Analyse data trends on internal tickets, CS contacts, social media, and network monitors to identify problems.
· Facilitate reporting and communicating trends to leadership.
· Ability to understand and translate technical jargon into a consumable format for stakeholders.
· Respond to all internal queries within defined SLA.
· Apply good judgement to ambiguous scenarios when the path ahead is not clear.
· Dive deep into customer problems.
· Think big to drive process and product improvements on behalf of the customer experience.
· Support Beta Programs on an as-needed basis.
· Understand the Amazon Digital and Device 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.
· Passionate about customers and providing a positive customer experience.
· Maintain strict confidentiality within the Digital and Device team.

Desired profile

BASIC QUALIFICATIONS

· 2 years' experience working in a Customer Service environment.
· Experience with identification of areas for process improvement using Lean and Six Sigma knowledge.
· Proven ability to dig into the details of a system or process to solve customer problems.
· Proven relationship building and stakeholder management capability.
· Experience working with Microsoft Excel
· A history of teamwork and willingness to roll up one's sleeves to get the job done.
· Strong interpersonal and communication skills, while working with varying audiences (for example, customers, support, highly technical engineers, developers, and executive level management) including the ability to lead difficult conversations.
· Ability to work on flexible hours over 7 days a week