Customer Service Program Specialist, Privacy & Offensive Content (Ocp)

DESCRIPTION

The Digital, Device, & Alexa Service (D2AS) Offensive Content and Privacy (OCP) Specialist will work as part of the D2AS OCP team to triage and action customer facing concerns that carry a potential risk to customer privacy, trust, and our brand. This role involves facilitating the fast resolution of emerging issues by investigating and triaging privacy issues and reports of offensive content, then engaging the appropriate internal teams to drive issue mitigation.

This is an opportunity for you to gain a broader perspective on Amazon's devices and digital services like Alexa by working with technical, product, and senior leadership teams in every marketplace Amazon operates in. You'll get to know the full cycle of a customer's experience from initial contact to back-end resolution. You and your teammates will collaborate with our Legal, Public Relations, Content, and Business teams on a regular basis to advocate for customers and help solve customer issues both in direct customer interactions and continuous improvement projects.

Key job responsibilities

• Triaging, assessing, and prioritizing reports of offensive content and privacy concerns

• Investigating cases; including reviewing the available contact history and technical information

• Summarizing case findings for partner teams

• Identifying and engaging appropriate resolver

• Working with team members and leadership to identify new ways to resolve customer issues by identifying issue trends and opportunities to strengthen existing systems

A day in the life

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, full-time employees include:

1.Medical, Dental, and Vision Coverage

2.Maternity and Parental Leave Options

3.Paid Time Off (PTO)

4.401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

About the team

OCP is global Customer Service team within D2AS that works on some of the most sensitive issues that our customers experience. We resolve each customers' issue and help product teams make decisions to improve the customer experience every day. Issues we tackle evolve day by day as the nature of human interaction with technology changes and our customers' expectations evolve.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS

• Demonstrated commitment to customer obsession by consistently exceeding customer expectations and ensuring their needs are met.

• Critical thinking skills evidenced by analyzing complex situations, identify root causes, and implement effective solutions.

• Dedication to quality demonstrated through meticulous attention to detail, adherence to established standards, and continuous improvement initiatives.

• Experience with identifying areas for process improvement

PREFERRED QUALIFICATIONS

• Strong interpersonal and communication skills

• Ability to work flexible shifts, including weekends and evenings

• Technical experience, such as experience troubleshooting technical issues

• Experience pulling and analyzing large sets of data.

• Proven success in a fast-paced 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $32,800/year in our lowest geographic market up to $58,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on 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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.