DESCRIPTION

Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s devices and digital products? Then we’re looking for you!
As a Program Specialist with the Digital and Device Command Center (D2C2) you will work to identify and mitigate widespread and systemic customer facing problems for Amazon’s global Digital, Device, and Alexa network. This role involves researching and gathering information to identify widespread issues and assess the scope of impact, facilitating the fast resolution of emerging issues by acting as an advocate on behalf of the customer and engaging the appropriate internal teams to drive issue mitigation, and writing clear and digestible summaries of the issues as well as guidance for Customer Service Operations.
The successful candidate will have a proven ability to dig into the details of a system or process to solve customer problems; strong interpersonal and communication skills while working with varying audiences across customer service, engineers, and executives; ability to lead difficult conversations, and a history of strong teamwork and willingness to roll up one’s sleeves to get the job done.

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 deep dives after each event to mitigate problem recurrence.
• Analyze data trends on internal tickets, Customer Service 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 Service Levels.
• Apply good judgment to ambiguous scenarios when the path ahead is not clear.
• 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, Device, 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.

D2C2 is available 24/7/365. To facilitate this, we have 3 teams globally who work together in a “follow the sun” model, with the Cork team responsible for ~08:30 - 18:00*, 7 days a week.

• Supported times may differ during Daylight Savings Time changes and during Peak periods so the ability to be flexible with shift timings / days is a must.

About the team
The Device & Digital Command Center (D2C2)’s mission is to drive swift mitigation of widespread customer-impacting outages within the D2AS ecosphere while influencing lasting partnerships to help manage and establish consistent improvements. This is achieved by nimbly balancing resources and the severity of impact to create scalable solutions built from negative customer experiences.
D2C2 never says, “That’s not my job”.

BASIC QUALIFICATIONS

As a successful candidate, you are motivated to take on new challenges and are a passionate learner. You will have:

• Experience in project/program management and/or operations in a customer service environment; leading cross functional projects, programs and/or teams.
• Business level English (both verbal and written). Demonstrates effective, clear, and professional written and oral communication while remaining composed.
• Able to work flexible shifts, including occasional nights, weekends, and holidays

PREFERRED QUALIFICATIONS

• Bachelor’s degree or equivalent work experience.
• Expertise in Microsoft Office Suite and SQL.
• Experience in Customer Service Support.
• Experience pulling and analyzing large sets of data.
  Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
  Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner

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 deep dives after each event to mitigate problem recurrence.
• Analyze data trends on internal tickets, Customer Service 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 Service Levels.
• Apply good judgment to ambiguous scenarios when the path ahead is not clear.
• 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, Device, 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

D2C2 is available 24/7/365. To facilitate this, we have 3 teams globally who work together in a “follow the sun” model, with the Cork team responsible for ~08:30 - 18:00*, 7 days a week.

• Supported times may differ during Daylight Savings Time changes and during Peak periods so the ability to be flexible with shift timings / days is a must