Program Specialist

About the Role

The Real-Time Remedies Execution (RTRE) function within Amazon's Network Control Center (NCC) serves as a centralized communications liaison between Recovery teams, Business teams, and Amazon's customers. Its mission is to prevent customer contacts by executing bulk actions and communications for customers impacted by large-scale issues. The RTRE team communicates with millions of customers annually across multiple languages and handles bulk actions such as refunds and cancellations.

As a Program Specialist, you will play a key role in managing 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. You will also contribute to NCC's mission of detecting and resolving incidents before customers are impacted, collaborating across multiple network teams. You will be detail-oriented and results-driven to ensure flawless communication execution and address the needs of both customers and the business. Program Specialists will also own and work on process improvements.

The team supports customers impacted by issues with Amazon's first-party products and services. They provide critical communications and take proactive actions to resolve concerns, reducing customer service contacts and improving the customer experience. Work varies daily, including stakeholder management, content creation, and data handling. Specialists use various tools to execute large-scale actions like mass communications, push notifications, refunds, and order cancellations.

Key Responsibilities

• Own and drive bulk recovery actions for 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.
• Execute high-impact mitigation actions using various tools while performing quality checks.
• 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.

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).
• Ability to work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment.
• Ability to 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.
• 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.