Customer Service Program Specialist, Privacy and Offensive Content

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