The Digital, Device, & Alexa Service (D2AS) OCP Team Manager will work as part of the D2AS Customer Trust team managing Specialists who 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 acting as an advocate on behalf of the customer and engage the appropriate internal teams to drive issue mitigation.
This is an opportunity for you to gain a broader perspective on the Amazon D2AS business by working frequently with various Alexa Support, non-Alexa Support, and senior leadership teams across the different OUs. 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.
Key job responsibilities
• Support operational tasks associated with Offensive Content and Privacy programs
• Ensuring standardization of processes, documentation, scheduling and trainings
• Holding regular audits and reviews
• Support and Mentoring: Hold consistent check-ins with Specialists and coach towards improvement
• Documents and provides feedback, ensuring alignment with stakeholders and partner teams
• Provide findings back to LT, Program Managers, business teams or development teams related to escalations in a timely manner using Heartbeat, Tableau, or other tools
• Support with Heartbeat queries, Tableau, and general data analytics related to programs/escalations the team is handling
• Effectively communicate with both internal and external customers by adjusting communication style to the audience
• Collaborate with cross-functional teams, including engineering, legal, and compliance, to resolve complex issues and ensure compliance with privacy and content standards
• Successfully completes approved special projects as assigned
• This role will require on call work on weekends on a rotational basis.
We will only consider internal L4 candidates
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.
• A minimum of 24 months of experience in D2AS
• Minimum one year experience in people management
• Experience solving escalated customer contacts
• Experience interpreting and communicating analytics
• Experience utilizing MS Office tools and CS Central tools
• Detail-oriented, analytical and has a proactive approach to problem identification and solutions
• Experience utilizing Heartbeat and Tableau
• 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, highly 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
• Bachelor's degree
• D2AS OCP experience is preferred
• Experience in process improvement using Lean and Kaizen methods
• Proficiency in other languages
• Experience pulling and analyzing large sets of data, enjoys spotting trends contained within it
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously
• Identify opportunities for automation to enhance efficiency and effectiveness in data handling, content moderation, and privacy management
• Proven success in a fast-paced support environment
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