Program Specialist (D2C2), Customer Service

Device And Digital Command Center (D2C2) Program Specialist

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. Candidate will be required to work in shifts.

Key job responsibilities include:

• 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

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

About the team

D2C2's vision is to mitigate widespread customer-impacting issues through efficient, real-time crisis management and advocating for timely recovery to restore the customer experience.