Escalations Specialist - Arabic, Operations Security; WWOS

Escalations Specialist - Arabic, Worldwide Operations Security (WWOS)

Job :  |  Services LLC

Amazon is seeking articulate and strategic applicants who can work directly with customers, law enforcement, and drivers to mitigate security and operational risks and achieve successful resolution. The role supports Amazon Logistics through on‑road driver and customer contacts across multiple regions, ensuring hassle‑free, timely pick‑up and delivery of freight. The Escalations Specialist will operate from the Global Security Operations Center (GSOC), handling crisis coordination, security risk monitoring, alarm access, and credential issuance for critical data locations.

• Support drivers on‑road and customers receiving shipments by researching and troubleshooting incidents with internal tools and triaging delivery incidents.
• Act as an effective communicator and influencer, facilitating information flow between Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, and Amazon Logistics customers.
• Resolve potential issues that may impact driver or customer delivery experience quickly and efficiently.
• Manage email and phone communications to support functions and projects assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Work scheduled shifts, including nights, weekends, and public holidays, in any of the DAY, NIGHT, or MIXED hour shifts.
• Maintain 24/7 availability to support operations worldwide.

The Escalations Specialist will intake last‑mile and under‑roof emergency incidents affecting operations, life/safety, and the Amazon brand. The role assists in notifying Amazon and its stakeholders and coordinates response efforts.

• High school or equivalent diploma.
• Work a flexible schedule, including weekends, nights, and holidays.
• Minimum 3 months of customer service experience or operation call/command center work environment.
• Typing speed of 35 words per minute with high accuracy.

• Effective, clear, and professional written and oral communication with attention to detail.
• Demonstrated composure, empathy, and a positive professional attitude.
• Fluency at a conversational level in Arabic.

Hourly: $22.00 – $31.00 (USA, AZ, Goodyear)

• Medical, Dental, and Vision Coverage.
• Maternity and Parental Leave Options.
• Paid Time Off (PTO).
• 401(k) Plan.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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