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Program Specialist, D2AS MARS

3 months ago

Seattle, United States Amazon Full time

Amazon’s D2AS Mass Action Recovery Support (MARS) team acts as the centralized communications liaison between Amazon’s Recovery teams, Business teams and Amazon’s customers. The MARS team’s mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted large scale issues. MARS is responsible for communicating to millions of customers each year across more than 20+ languages and owns all bulk actions for D2AS such as large scale physical and digital order refunds, cancellations and more.

Do you want to join a team focused on critical communication and play a role in the decision-making processes that restore/retain customer trust? Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts advocates across leadership and business teams? Do you thrive in a fast-paced culture where customer obsession and the ability to think on your feet are highly valued?

The MARS team (based in Ireland and the US) is looking for Program Specialists to help support and shape the future of our growing Bulk Action & Communications team. As a Program Specialist, you will play a key role on the team by 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 be detail oriented and results driven to ensure flawless communication execution as well as ensure the needs of both the customers and the business are addressed.

Outside of these day-to-day duties, Program Specialists will own and have to properly prioritize a myriad of team related projects.

This is 3 day per week in-office role
(based out of SEA29, WA, USA) in alignment with RTO requirements.

Key job responsibilities
The ideal candidate for this role will be able to:

• Facilitate bulk recovery actions and communications on behalf of the Amazon’s Digital, Device, and Alexa Services (D2AS) org.

• Be the primary owner of bulk action requests, owning and driving facilitation from end-to-end.

• Own and support global cross-team coordination, project management, and be able to swiftly prioritize and multi-task based on strong business judgement.

• Support and manage stakeholders by helping them deep dive and understand the customer experiences you collaborate on, partnering across multiple back-end teams who are impacted by bulk action processes, and providing data and timelines in ways which create the best possible customer experience.

• Independently review a situation, identify the most customer centric path forward, and write mass mail content which fits the situation.

• Prepare and publish mass mail text recommendations; advocating for the customer at every stage.

• Be the liaison between business analyst teams on complex issues requiring outside data assistance.

• Prepare data input recommendations, reports, and data/customer related investigations.

• Perform quality checks of mails to ensure the end customer experience is ideal.

A day in the life

Our team’s focus is supporting customers who are impacted by broken experiences when something on a 1st party products and services of Amazon goes wrong (Kindle, Echo, Appstore, Prime Video etc). We do this by providing critical communication and actions to these customers. By supporting these customers, we reduce the need for them to contact customer service.

The MARS Program Specialists’ daily work focuses on handling the requests we receive from all over the D2AS global organisation which report these experiences.

Each team member works 1-to-1 with their individual requesters/the requesting teams to drive conversation on the best path forward for both the requesting business POCs and the customers impacted by the reported experience. There are various flavours of work for MARS Program Specialists every day, ranging from honing stakeholder management skills and managing upwards, content management, data handling and programmatic work. When the team’s requirements for the defined path forward are met, MARS Program Specialists utilized various tools to carry out large actions such as mass mail communications, push notifications, large scale refunds and physical order cancellations.

As specialists become comfortable in their research skills and judgements from exposure to these daily requests, they will become involved in programmatic related work. Here is where they learn to hone their stakeholder management and process improvement skills.

About the team
MARS Program Specialists work on challenging problems that have to be right on the go. As such, we have a collaborative team environment where people can learn, openly ask of support from their colleagues or LT alike and feel like they’re developing in an enjoyable way while handling these difficult tasks.

While our team currently does not currently have scope for internal promotion from the L4 Program Specialist role, MARS Leadership maintain a strong connection to each individual on the team to guide development and provide opportunities so team members can work toward the next thing via their daily work on MARS. Skills we foster on this team are transferrable to various roles, the most prominent being program or content management roles.

MARS Program Specialists work in shift that include weekend and 6am starts as well as core M-F business rotations. These rotations are set with advanced notice (ideally months ahead of time) and determined open dialogue between team members and leadership to ensure flexibility can be ensured while satisfying business needs.

• Bachelor degree in writing, communications or relevant field.

• Ability to work flex shifts and OT on an as-needed basis to support high severity issues (which may include evenings, weekends, or holidays).

  • Ability to work directly with multiple other team members as a cohesive unit to accomplish a task.
  • Experience with Word, Microsoft Access, and other Office Suit Programs for Data and Program management work.

• Intermediate Excel skills for data manipulation (vlookups, pivot tables, conditional formats, etc.).