Executive Customer Relations, Customer Service

Amazon is hiring an Executive Customer Relations, Customer Service in Riyadh, Saudi Arabia. Level rates it ; you can apply on Amazon.

Level's read on this job

Level rates this customer service role Little AI ●○○○: aI is not part of the work.
The posting mentions escalation management, customer relations and process improvement among its tools and skills.
Level classes it as a mid-level role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Manage executive and government customer escalations while driving process improvements and systematic issue resolution.

escalation-managementcustomer-relationsprocess-improvementregulatory-compliancecross-functional-leadership

About the Role
If you are passionate about championing customer needs at the highest level, driving process improvements, and transforming escalations into opportunities for business enhancement through data-driven insights and proactive solutions, we have the career you're looking for!

The Executive Customer Relations (ECR) Specialist serves as the highest tier of customer advocacy, managing complex escalations from senior leaders, government bodies, and regulatory entities while identifying and resolving systematic challenges that impact customer experience. This role requires building and maintaining strategic cross-functional partnerships to drive systematic improvements across processes, policies, and support infrastructure; strengthening customer trust and preventing future escalations.

The ECR Specialist will handle executive-level and government-related customer escalations, coordinate with Legal as needed, and may lead a team of ECR associates. This is a customer-facing, high-visibility role requiring executive presence, sound judgment, and the ability to navigate ambiguous situations where solution paths may not be well-defined.

Key job responsibilities
Key Responsibilities
Executive & Government Escalation Management:
- Serve as the primary CS point of contact for customer escalations originating from senior leaders, government bodies, and regulatory authorities
- Handle egregious escalations and make decisions that have immediate customer impact, where troubleshooting and escalation pathways may not be defined
- Conduct comprehensive investigations to deliver immediate customer solutions while uncovering opportunities for business enhancement
- Represent Amazon CS in external meetings with government stakeholders and regulatory bodies as required
- Identify and respond to emerging escalations, coordinating with partner teams on response
- Manage escalation workflows, identify potential process gaps, and deliver new mechanisms
- Act as the local liaison between CS and Legal on court-related cases, legal notices, and regulatory matters
Process Improvement & Operational Excellence:
- Identify systemic issues driving escalations and implement preventive solutions to reduce volume
- Drive continuous improvement through Kaizen initiatives; eliminating barriers to accuracy, quality, and resolution speed
- Update and create Standard Operating Procedures (SOPs) for escalation workflows
- Utilize customer data to influence direction of projects and improve efficiencies for partner teams
- Develop and track key performance indicators (KPIs) for escalation resolution effectiveness
- Educate partner teams on process gaps and collaborate to create processes addressing them
Stakeholder Management & Communication:
- Maintain a consistent level of executive presence in all internal and external interactions
- Provide clear, concise verbal and written communication across diverse audiences including legal, regulatory, and operational stakeholders
- Create narratives to be shared with customers and/or stakeholders, adjusting communication style for varying audiences
- Influence partner teams and stakeholders; coordinate cross-functional responses on escalation matters

Basic qualifications

- 2+ years of customer support experience, or experience taking ownership and driving resolution on escalated customer issues
- Experience in English-language communication skills, both written and verbal
- Speak, write, and read fluently in Arabic
- Experience identifying and resolving complex issues
- Ability to handle sensitive escalations with executive presence and sound judgment

Preferred qualifications

- Experience in working directly with government officials and regulatory bodies
- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Experience in regulatory compliance management with government agencies
- Experience demonstrating problem solving and root cause analysis
- Experience with process improvement techniques such as Kaizen, Lean Manufacturing or Six Sigma

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

How we rate this

Executive Customer Relations, Customer Service at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Executive Customer Relations, Customer Service is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in SA, Riyadh.
The job was posted on September 3, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Escalation ManagementCustomer RelationsProcess ImprovementRegulatory ComplianceCross Functional Leadership

Also common in customer service jobs at this level

AI agents SQL AWS Generative AI Azure Python

Pay

Typical customer service job: $98k

This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs

Questions you could be asked

Tell me about a project where escalation management was part of your work. What did you do?
Tell me about a project where customer relations was part of your work. What did you do?
Tell me about a project where process improvement was part of your work. What did you do?
Tell me about a project where regulatory compliance was part of your work. What did you do?
Tell me about a project where cross functional leadership was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Escalation Management, Customer Relations, Process Improvement, Regulatory Compliance, and Cross Functional Leadership. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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