Program Specialist Customer Service

The Device and Digital Command Center (D2C2 is a global team that supports widespread broken customer experiences within Amazons 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 nontech 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
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 Amazons 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 wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre 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 fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan


About the team
D2C2s vision is to mitigate widespread customerimpacting issues through efficient realtime crisis management and advocating for timely recovery to restore the customer experience.

1 years of customer service experience
Experience using data and metrics to determine and drive improvements
Ability to work weekends and most holidays

Familiar with Microsoft Office Suite
Skillful in navigating various types of technology
Knowledgeable in pulling and analyzing large sets of data
Experience in project/program management and/or operations in a customer service environment

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $36900/year in our lowest geographic market up to $58600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.