Program Specialist

About the Role

Amazon's Network Control Center (NCC) ensures real-time observability, situational awareness, and coordinated intervention across the network to rapidly detect and eliminate issues before customer journeys are degraded. The Real-Time Remedies Execution (RTRE) function within NCC acts as a centralized communications liaison between Amazon's Recovery teams, Business teams, and Amazon's customers. The mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted by large-scale issues. RTRE is responsible for communicating to millions of D2 customers annually across 20+ languages and owns all bulk actions such as large-scale physical and digital order refunds, cancellations, and more.

Key Responsibilities

• Own and drive bulk recovery actions 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.
• Manage 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.
• Contribute to NCC's broader mission of detecting and resolving incidents before customers are impacted, collaborating across multiple teams within the network.
• Ensure flawless communication execution and address the needs of both customers and the business.
• Manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers.

Requirements & Tech Stack

• 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).
• Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment.
• Work all days and shifts, including overtime (24 hours a day, 7 days a week operation, including holidays).

Qualifications

• Bachelor's degree or equivalent, or experience driving internal cross-team collaboration.
• Detail-oriented and results-driven.
• Passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts, advocates across leadership, and business teams.
• Thrives in a culture where Customer Obsession and Bias For Action are highly valued.
• 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.