Program Specialist, Amazon Customer Service

Role Overview Amazon is seeking a detail-oriented Program Specialist to join our Network Control Center in Hyderabad. In this role, you will execute bulk customer recovery actions and manage communications to restore and retain customer trust during incidents. This is a unique opportunity to drive process improvements and manage high-severity events in a fast-paced environment. Key Responsibilities - Own and execute bulk recovery actions for customers including order refunds and cancellations. - Publish customer-facing mass communications across multiple languages during incidents. - Collaborate with incident recovery, business, and product teams to mitigate customer risks. - Perform rigorous data validation and quality checks to ensure flawless tool execution. - Maintain and coordinate stakeholder relationships on large-scale customer impacting issues. - Propose and implement process improvement opportunities to update standard operating procedures. - Support 24/7 operations by working flexible shift patterns as business needs dictate. Required Qualifications - Bachelor degree or equivalent experience in cross-team collaboration. - Proficiency in Microsoft Office applications including Word, Excel, and PowerPoint. - Intermediate Excel skills including pivot tables, formulas, and data cleansing. - Strong verbal and written communication skills to engage with various audiences. - Ability to work flexible schedules within a 24/7/365 contact center operation. Why Join Us At Amazon, we offer a culture of customer obsession and bias for action where your ideas can drive tangible results. Join us to develop your career within our global network operations.