Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem. The OCP team is looking for an experienced Program Specialist who is passionate about delivering exceptional customer experiences, both proactively and reactively, to prevent and/or recover a suboptimal experience. On a regular basis, you’ll collaborate with our Legal, Public Relations, Content, and Business teams for input solving customer issues both in direct customer interactions and continuous improvement projects. You will also be involved in sensitive and confidential Alexa cases.
A successful candidate will be comfortable working on flexible processes with ambiguity in a fast paced environment. You will have experience managing challenging projects across various stakeholders to completion, including problem definition and solution ideation. This role requires a strong understanding of regulatory requirements, different needs of customers, excellent communication skills, and the ability to work collaboratively across departments including multiple business and tech teams.
Key job responsibilities
• Efficiently manage incoming cases or service requests from internal or external stakeholders
• Participate in the assessment and triage of privacy-related incidents, reported bugs and concerns on a global scale
• Prioritize and categorize cases based on urgency and impact, adhering to established protocols and SLAs
• Use specialized tooling to review, assess, and flag content for policy violations to mitigate further exposure
• Use specific tooling to craft and implement business rules to prevent identified policy violating content
• Use prescribed tools to effectively investigate and analyze the reported bugs
• Continually examining data to identify trends, improvement opportunities and Capture the lessons learnt
• Coordinate with stakeholders to assign tasks and ensure timely completion of checklist items
• Monitor progress on checklists and escalate issues as needed to ensure compliance and other deadlines are met
• Collaborate with cross-functional teams, including engineering, legal, and compliance, to resolve complex issues and ensure compliance with privacy and content standards.
About the team
Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem.
As a successful candidate, you are motivated to take on new challenges and are a passionate learner. You will have:
• Bachelor’s Degree and 3+ years of operations experience in a customer service environment; with success driving issue resolution, managing projects, and the ability to influence without direct authority
• Strong knowledge of regulatory requirements and industry best practices
• Ability to work independently, think critically and collaborate with cross-functional teams
• Proven ability to dig into the details of a system or process to solve customer problems
• A history of teamwork and willingness to roll up one's sleeves to get the job done.
• Strong interpersonal and communication skills, while working with varying audiences (for example, customers, support, technical engineers, developers, and executive level management) including the ability to lead difficult conversations
• Can adapt well to changing circumstances, direction, and strategy
• Ability to work flexible shifts including night shifts/weekends
• Experience working in D2AS would be an added advantage
• Proficiency in Lean and Six Sigma methodology application
• Experience working with Tableau/SQL
• Experience working in compliance, audit, or related field or experience working in a role requiring cross-functional collaboration in an escalated type of environment
• Excellent verbal and written communication, with the ability to tailor style for various audiences
• Proven experience dealing with ambiguity and ability to work autonomously
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously and succeed in a fast-paced support environment
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