Customer Operations • Mid-Level

Who you are

You are an articulate and strategic individual with a strong desire to work directly with customers, law enforcement, and drivers. Your focus is on mitigating security and operational risks while ensuring successful resolutions in support of Amazon's Shipping and Delivery Support (SDS). You exemplify Amazon's customer service goal to be Earth’s most customer-centric company by solving driver and customer problems throughout all delivery experiences. Your excellent communication skills, both oral and written, are crucial for this role, as you will handle various contacts through different communication channels including phone, email, and chat.

You have a demonstrated ownership mentality and a strong customer obsession, which drives you to resolve issues effectively. Your ability to navigate complex situations and communicate clearly with diverse stakeholders is essential. You thrive in a fast-paced environment and are adept at managing multiple priorities while maintaining a focus on customer satisfaction.

What you'll do

In this role, you will work at Amazon's Global Security Operations Center (GSOC), where you will coordinate and facilitate global, regional, and localized crisis management. You will monitor geopolitical and security risks and provide expertise to assist with alarm monitoring services for Amazon’s regional locations. Your responsibilities will include troubleshooting issues with the alarm access control system and issuing credentials to critical data locations. You will also coordinate and facilitate the crisis management response to significant workplace incident management events, ensuring that all incidents are handled efficiently and effectively.

You will collaborate closely with various teams to ensure timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers, carrier hubs, and customers. Your role will require you to exemplify Amazon's commitment to customer service by resolving issues that arise during the delivery process. You will be expected to maintain a high level of professionalism and customer focus while managing sensitive situations involving law enforcement and other stakeholders.

What we offer

Amazon offers a comprehensive benefits package, including medical, financial, and other benefits. You will have the opportunity to work in a dynamic environment where your contributions directly impact the safety and efficiency of Amazon's operations. This position will remain posted until filled, and applicants are encouraged to apply via Amazon's internal or external career site.