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Program Specialist

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Amazon

Oct 22

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
  • Seattle

Requirements

  • 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

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 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

FAQs

What is the main role of a Program Specialist in the Device and Digital Command Center (D2C2)?

The main role of a Program Specialist is to manage widespread broken customer experiences from start to finish, advocate for long-term solutions, analyze data trends, and collaborate with tech and non-tech stakeholders to improve customer experiences.

What type of experience is required for this position?

The basic qualifications include 1+ years of customer service experience and the ability to work weekends and most holidays.

Is there a specific educational background required for this role?

The job description does not specify a particular educational background, but relevant experience in customer service and data analysis is preferred.

What skills are preferred for candidates applying for this position?

Preferred skills include familiarity with Microsoft Office Suite, ability to navigate various types of technology, knowledge of pulling and analyzing large data sets, and experience in project/program management or operations in a customer service environment.

What does a typical day look like for a Program Specialist?

A typical day involves solving challenging problems, analyzing customer data, advocating for solutions, and collaborating with diverse stakeholders while helping to innovate for customer experiences.

What benefits does Amazon offer to Program Specialists?

Amazon offers a range of benefits that include medical, dental, and vision coverage, maternity and parental leave options, paid time off (PTO), and a 401(k) plan.

Does the position require shift work?

Yes, candidates for this role will be required to work in shifts, including evenings, weekends, and holidays.

How does Amazon approach diversity and inclusion in the workplace?

Amazon is committed to a diverse and inclusive workplace and is an equal opportunity employer, prohibiting discrimination on various bases including race, gender, and disability.

What is the salary range for this position?

The base pay for this position ranges from $36,900/year in the lowest geographic market up to $58,600/year in the highest geographic market, depending on factors like location, skills, and experience.

Where can applicants apply for this position?

Applicants can apply via Amazon’s internal or external career site, as the position will remain posted until filled.

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.

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