Escalations Specialist - Spanish, Operations Security; WWOS

Overview

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

It ensures hassle‑free, timely pick‑up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify the Amazon Customer Service goal to be Earth’s most customer‑centric company by solving driver and customer problems throughout all delivery experiences.

• Support drivers on‑road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools and triaging incidents that could occur during delivery of customer orders.
• Act as an excellent communicator and influencer to facilitate information flow between internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers).
• Quickly resolve any potential issues that may impact driver or customer delivery experience.
• Manage email and phone communications, and support other functions and projects assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Shift work will be required, potentially including nights, weekends, and public holidays.
• Willing to support any schedule during our day, night, or mixed‑hour shifts.
• Open 24/7 operations.

The Escalations Specialist will intake last‑mile and under‑the‑roof emergency incidents that impact operations, life/safety, and Amazon brand, and assist in the notification process of Amazon and its stakeholders.

Candidates must have conversational level fluency in Spanish.

• High school or equivalent diploma.
• Work a flexible schedule/shift, including weekends, nights, and holidays.
• 3+ months of customer service experience in an Operations Call/Command Center work environment.
• Typing skills at 35 words per minute with high accuracy.

• Demonstrates effective, clear and professional written and oral communication and attention to detail.
• Demonstrates effective communication, composure, empathy, and a positive professional attitude.

• 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.

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 the Amazon accommodations page for more information.

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