Operations Support Specialist, Customer Experience Operations ID-10413
Description
This role can be based in any location that is within driving distance of a Customer Experience Operations (CXO) facility or Amazon Corporate building.
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.
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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.
Key job responsibilities
Job Description
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
A day in the life
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
About The Team
CXO LTS Team: Our mission is to provide unparalleled support to the field team through our labor, tech-support, and standardization services. We strive to offer all-inclusive solutions, including program development and real time assistance. Our Northstar is ensuring our field leaders can get back the bandwidth to focus on the basics of developing their people and ensuring their sites offer exceptional customer service. Our commitment to this goal drives us to ask the important question of “what’s not working” or “what can work better” and provide the best possible centralized, streamlined, or automated solution.
Basic Qualifications
- 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
Preferred Qualifications
- A completed Bachelor’s Degree from an accredited university
- 2+ years of leadership experience
- 1+ years of prior technical/customer support experience
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
