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

Role overview

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

Responsibilities

• You will be detail oriented and results driven to ensure flawless communication execution as well as ensure the needs of both the customers and the business are addressed.
• Work varies daily - from stakeholder management and content creation to data handling.
• 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)

Employment details

• Location: Hyderabad [Telangana] [India]

About the employer

• Amazon's Network Control Center (NCC) owns real-time observability, situational awareness, and coordinated intervention across the network to rapidly detect and eliminate issues before the customer journey is degraded.
• The mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted by large-scale issues.
• 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 Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Additional role details

• The Real-Time Remedies Execution (RTRE) function within NCC acts as the centralized communications liaison between Amazon's Recovery teams, Business teams, and Amazon's customers.
• RTRE team is responsible for communicating to millions of D2customers each year across more than 20+ languages and owns all bulk actions such as large-scale physical and digital order refunds, cancellations, and more.
• Do you want to join a team focused on critical communication and incident recovery, and play a role in the decision-making processes that restore/retain customer trust?
• Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts, advocates across leadership, and business teams?
• Do you thrive in a culture where Customer Obsession and the Bias For Action are highly valued?
• As a Program Specialist, you will play a key role on the team by managing stakeholders on large-scale customer-impacting issues, owning relationships with partner teams, validating data, investigating customer issues, and driving the communications process from creation to execution.
• You will also contribute to NCC's broader mission of detecting and resolving incidents before customers are impacted, collaborating across multiple teams within the network.
• Outside of these day-to-day duties, Program Specialists will own and have to work on process improvements.
• Key job 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.
• A day in the life Our team supports customers impacted by issues with Amazon's first-party products and services (Kindle, Echo, Appstore, Prime Video, etc.).
• We provide critical communications and take proactive actions to resolve their concerns, reducing the need for customers to contact customer service and improving their overall experience.
• Program Specialists manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers.
• Once approved, specialists use various tools to execute large-scale actions: mass communications, push notifications, refunds, and order cancellations.
• 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.