Program Specialist, Amazon Customer Service

Amazon is hiring a Program Specialist, Amazon Customer Service in Hyderabad, India. Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
Tools and skills the posting cites include stakeholder management, incident management and data validation.
Level classifies it as a mid-level role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Program Specialist managing large-scale customer incidents, bulk recovery actions, and stakeholder communications within Amazon Customer Service.

stakeholder-managementincident-managementdata-validationprocess-improvement

Amazon's Network Control Center (NCC) owns real-time observability, situational awareness, and coordinated intervention across the network to rapidly detect and eliminate issues before the customer journey is degraded.

The Real-Time Remedies Execution (RTRE) function within NCC acts as the centralized communications liaison between Amazon's Recovery teams, Business teams, and Amazon's customers. The mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted by large-scale issues. RTRE team is responsible for communicating to millions of D2customers each year across more than 20+ languages and owns all bulk actions such as large-scale physical and digital order refunds, cancellations, and more.

Do you want to join a team focused on critical communication and incident recovery, and play a role in the decision-making processes that restore/retain customer trust? Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts, advocates across leadership, and business teams? Do you thrive in a culture where Customer Obsession and the Bias For Action are highly valued?

As a Program Specialist, you will play a key role on the team by managing stakeholders on large-scale customer-impacting issues, owning relationships with partner teams, validating data, investigating customer issues, and driving the communications process from creation to execution. You will also contribute to NCC's broader mission of detecting and resolving incidents before customers are impacted, collaborating across multiple teams within the network. You will be detail oriented and results driven to ensure flawless communication execution as well as ensure the needs of both the customers and the business are addressed. Outside of these day-to-day duties, Program Specialists will own and have to work on process improvements.

Key job responsibilities
1. Own and drive bulk recovery action for D2 customers, including data validation, stakeholder coordination, and flawless execution.
2. Publish customer-facing mass communications, independently assessing situations and advocating for the most customer-centric path forward.
3. Manage high-severity incidents by collaborating cross-functionally to mitigate risks to business, customer experience, and associate experience.
4. Serve as the liaison between business analyst teams, product teams, and recovery stakeholders on complex issues requiring data assistance or tooling alignment.
5. Execute high-impact mitigation actions using various tools while performing quality checks to ensure ideal customer outcomes.
6. Plan, prioritize, and deliver team-related projects, balancing day-to-day operations with longer-term improvement initiatives.
7. Identify process improvement opportunities, propose changes, and amend SOPs once approved.

A day in the life
Our team supports customers impacted by issues with Amazon's first-party products and services (Kindle, Echo, Appstore, Prime Video, etc.). We provide critical communications and take proactive actions to resolve their concerns, reducing the need for customers to contact customer service and improving their overall experience.

Program Specialists manage requests related to D2, collaborating one-to-one with requesting teams to identify optimal solutions for business POCs and impacted customers. Work varies daily - from stakeholder management and content creation to data handling. Once approved, specialists use various tools to execute large-scale actions: mass communications, push notifications, refunds, and order cancellations.

Basic qualifications

- Bachelor's degree or equivalent, or experience driving internal cross-team collaboration
- Experience with MS Excel, Word, SharePoint & PowerPoint
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Work all days and shifts, including overtime (24 hours a day, 7 days a week operation, including holidays)

Preferred qualifications

- Experience working with data and leveraging analytics to make decisions
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience managing multiple projects, prioritizing, planning, and managing time
- Experience in a highly agile environment
- Experience writing customer facing content at scale.

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

Program Specialist, Amazon 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

Program Specialist, Amazon Customer Service is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, TS, Hyderabad.
The job was posted on July 14, 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

Stakeholder ManagementIncident ManagementData ValidationProcess Improvement

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 stakeholder management was part of your work. What did you do?
Tell me about a project where incident management was part of your work. What did you do?
Tell me about a project where data validation 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?

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List these exact terms on your resume: Stakeholder Management, Incident Management, Data Validation, and Process Improvement. 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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