Program Specialist, Amazon Customer Service

1. Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution. 2. Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward. 3. Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience. 4. Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment. 5. Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes. 6. Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives. 7. Identify process improvement opportunities, propose changes, and amend SOPs once approved. BASIC QUALIFICATIONS - Bachelor's degree or equivalent, or experience driving internal cross-team collaboration - Experience with MS Excel, Word, SharePoint & 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) PREFERRED QUALIFICATIONS - Experience working with data and leveraging analytics to make decisions - Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership - Experience managing multiple projects, prioritizing, planning, and managing time - Experience in a highly agile environment - Experience writing customer facing content at scale.

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.