Escalations Splst Spanish, Operations Security; WWOS

Escalations Splst Spanish, Worldwide Operations Security (WWOS)

Amazon is seeking articulate, strategic applicants who want to work directly with customers, law enforcement, and drivers to mitigate security and operational risks and bring successful resolution in support of our Shipping and Delivery Support (SDS) team. SDS is at the heart of transportation across Amazon Supply Chain network, supporting regions such as US, CA, MX, UK, India, and many EU countries.

The applicant will exemplify the Amazon Customer Service goal by solving driver and customer problems throughout all delivery experiences.

This unique role handles law enforcement, customer and driver contacts through phone, e‑mail, and chat. Demonstrated ownership, customer obsession, and concise oral and written skills are crucial.

Location:

Global Security Operations Center (GSOC). Responsibilities include crisis management coordination, geopolitical risk monitoring, alarm system troubleshooting, and credential issuance to critical data locations.

• Support on‑road drivers and customers receiving shipments by researching and troubleshooting incidents during delivery.
• Communicate and influence across internal and external stakeholders (Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, Amazon Logistics customers).
• Resolve potential issues that impact driver and customer delivery experience.
• Manage e‑mail and phone communications, supporting other functions and projects assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Work shift schedule that includes nights, weekends, and public holidays.

The Escalations Specialist intakes last‑mile emergency incidents that impact operations, life/safety, and Amazon brand, assisting in the notification process of Amazon and stakeholders.

• Medical, dental, and vision coverage
• Maternity and parental leave options
• Paid Time Off (PTO)
• 401(k) plan

• High school or equivalent diploma
• Conversational level fluency in Spanish
• 3+ months customer service experience or operations call/command center work environment
• 1+ years experience with MS Office Suite (Word, PowerPoint, Excel, Outlook, Info Path, SharePoint, etc.)
• Experience multitasking, answering multiple phone lines, prioritizing e‑mail, instant message, and ticket communication within a command center environment
• Typing speed 35 words per minute with high accuracy
• Knowledge of working over the internet and navigating websites

• Bachelor’s degree in Criminal Justice, Political Science, Crisis Management, Business Administration, or similar
• Patience and ownership with each customer
• Experience resolving conflicts and setting appropriate expectations with customers
• Experience providing crisis management triage
• Exemplary performance record, especially with regard to quality & productivity
• Experience working in fast‑paced environments and managing workload during periods of stress or escalated activity
• Effective written and oral communication and attention to detail
• Composure, empathy, and a positive professional attitude
• Customer focus – logical problem solving with good judgment to ensure appropriate outcomes

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or any other legally protected status. 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, please visit (Use the "Apply for this Job" box below). for more information.

Base pay for this position ranges from $42,300 per year in our lowest geographic market up to $72,600 per year in our highest geographic market. Pay is based on market location and may vary with knowledge, skills, and experience. This position will remain posted until filled.