Escalations Specialist - Portuguese, Operations Security; WWOS

Escalations Specialist - Portuguese, Worldwide Operations Security (WWOS)

Job :  |  Services LLC

Amazon seeks an articulate, strategic candidate to work directly with customers, law enforcement, and drivers to mitigate security and operational risks and support our Shipping and Delivery Support (SDS) program. SDS is core to transportation across the Amazon Supply Chain network, ensuring timely pickup and delivery of freight to Amazon Fulfillment Centers, carrier hubs, and customers in regions such as the US, CA, MX, UK, India, and numerous EU countries.

• Support drivers on‑road and customers receiving shipments, researching and troubleshooting incidents using internal tools and triaging delivery incidents.
• Communicate effectively with internal and external stakeholders (Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, Amazon Logistics customers).
• Resolve issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing support for projects assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Work shift schedules that may include nights, weekends, public holidays, and mixed shifts; willingness to support 24‑hour operations.

The Escalations Specialist intakes last‑mile and “under the roof” emergency incidents that impact operations, life/safety, and Amazon brand, and assists in the notification process to Amazon and its stakeholders.

• High school or equivalent diploma.
• Flexible schedule/shift availability, including weekends, nights, and holidays.
• 3+ months of customer service or operational call/command center experience.
• Typing skills of 35 words per minute with high accuracy.

• Effective, clear, and professional written and oral communication with strong attention to detail.
• Demonstrated composure, empathy, and a positive professional attitude.
• Conversational fluency in Portuguese.
• Experience in crisis management, incident response, or related security operations.

• Medical, Dental, and Vision coverage.
• Maternity and parental leave options.
• Paid Time Off (PTO).
• 401(k) plan with company matching.
• Additional benefits include health insurance, prescription coverage, basic life & AD&D, supplemental life plans, EAP, mental health support, a medical advice line, flexible spending accounts, adoption and surrogacy reimbursement, adoption & surrogacy benefits, and more.

Base salary range: $22.00 – $31.00 per hour (USA, AZ, Goodyear). Final compensation will be determined by experience, qualifications, and location and may include sign‑on payments and restricted stock units (RSUs).

Amazon is an equal‑opportunity employer and does not discriminate on the basis of veteran status, disability, or any other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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