Operations Support Specialist, Amazon
Customer Experience Operations
$17.79/hr - $32.12/hr. Salary dependent on location
More information about location
The largest online retailer and technology provider
Job no longer available
The largest online retailer and technology provider
1001+ employees
Job no longer available
$17.79/hr - $32.12/hr. Salary dependent on location
More information about location
1001+ employees
Company mission
Amazon aims to be Earth’s most customer centric company. Their mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.
Role
Who you are
- High School/GED Degree or above
- Proficient user of Microsoft Excel/Word/Outlook
- Prior experience with communication tools such as Slack
- Prior experience in a fast paced work environment where high performance is expected on short deadlines
- Prior experience communicating (verbal and written) with teammates
- Prior experience with managing timelines
- 3+ months in CXO business line
Desirable
- A completed Bachelor’s Degree from an accredited university
- 2+ years of leadership experience
- 1+ years of prior technical/customer support experience
What the job involves
- As the first ever customer facing services program within Amazon, CXO is a growing business unit that provides attended pickup and returns solutions across the US
- The CXO portfolio of locations includes but is not limited to spaces inside Whole Foods Markets, stores in select higher education campuses, and retail locations around major metro areas
- CXO operates over 300 assisted pickup and returns locations in the United States and has extensive expansion plans for 2025 and beyond
- The Operations Support Specialist role is focused on providing our field leaders with new and incredibly fast resolution speeds for scheduling issues
- This role will play a critical role in reacting to same-day scheduling issues that create potential for operational closures that can impact customer experience
- Our team is focused on streamlining and centralizing repetitive tasks that our field leaders action upon and this role will be a key cog in our commitment to removing such tasks
- A successful Operations Support Specialist will be able to adjust to the following job description and requirements but not limited to the following tasks:
- Demonstrate the ability to work independently without continued guidance
- Respond to escalations within a timely manner and demonstrate a sense or urgency during tight timelines
- Demonstrate knowledge and use of departmental resources, policies and procedures
- Demonstrate clear written and oral communication to teammates, manager, and field operators (customer)
- Demonstrate the ability to recognize work related tasks with the greatest importance and prioritize tasks accordingly
- Demonstrate the ability to use multiple computer websites/programs to deep dive issues (i.e. scheduling website, slack, excel)
- Proactively communicate system and process issues to management
- Fulfill all required job functions as detailed below
- Roles within the team will vary and may include some or all duties below
- Monitor Communication tools for potential scheduling escalations (i.e Slack/Sim)
- Investigate scheduling escalations utilizing a set of process paths to determine which steps (if any) must be taken
- Process paths can include sending communications to employees, posting new shifts, communicating with field managers, etc
- Provide communications to associates regarding how/when to operate tools
- Follow up on pending and outstanding issues
- Provide teammates with a detail of what outstanding issues still require support
- All other duties as assigned
Application process
- This position will remain posted until filled
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Employees have opportunities to own Amazon stock, participate in 401(k) plans with company match, and enroll in paid life and accident insurance
- Financial counseling and estate planning services are also available, plus paid short-term and long-term disability if needed
- Medical, dental, and vision coverage to all our regular full-time employees, regardless of their level, tenure, or position
- Amazon employees have free access to a network of more than 2 million caregivers, including nannies, babysitters and special-needs caretakers
- Employees receive discounts on certain day care centers, and Amazon provides a variety of free resources for parents of children with autism, ADHD and developmental disabilities
- Adoption assistance for qualified domestic and international adoption expenses including attorney fees, court costs, and travel
- Leave Share program allows employees to give six weeks of paid parental leave to a spouse or partner who isn’t eligible for parental leave from their employer
- Amazon Care's virtual services are available in all 50 states, and in-person care is active in Seattle, Washington, D.C., Arlington, Baltimore, Boston, Dallas, Austin, and Los Angeles, with 20+ more markets coming online in 2022 alone
- 20 weeks of paid leave to birthing mothers and six weeks for parents who adopt
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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