Job Description

IONAbout the RoleIf you are passionate about championing customer needs at the highest level, driving process improvements, and transforming escalations into opportunities for business enhancement through data-driven insights and proactive solutions, we have the career you're looking for!The Executive Customer Relations (ECR) Specialist serves as the highest tier of customer advocacy, managing complex escalations from senior leaders, government bodies, and regulatory entities while identifying and resolving systematic challenges that impact customer experience. This role requires building and maintaining strategic cross-functional partnerships to drive systematic improvements across processes, policies, and support infrastructure; strengthening customer trust and preventing future escalations.The ECR Specialist will handle executive-level and government-related customer escalations, coordinate with Legal as needed, and may lead a team of ECR associates. This is a customer-facing, high-visibility role requiring executive presence, sound judgment, and the ability to navigate ambiguous situations where solution paths may not be well-defined.Key job responsibilitiesKey ResponsibilitiesExecutive & Government Escalation Management:Serve as the primary CS point of contact for customer escalations originating from senior leaders, government bodies, and regulatory authoritiesHandle egregious escalations and make decisions that have immediate customer impact, where troubleshooting and escalation pathways may not be definedConduct comprehensive investigations to deliver immediate customer solutions while uncovering opportunities for business enhancementRepresent Amazon CS in external meetings with government stakeholders and regulatory bodies as requiredIdentify and respond to emerging escalations, coordinating with partner teams on responseManage escalation workflows, identify potential process gaps, and deliver new mechanismsAct as the local liaison between CS and Legal on court-related cases, legal notices, and regulatory mattersProcess Improvement & Operational Excellence:Identify systemic issues driving escalations and implement preventive solutions to reduce volumeDrive continuous improvement through Kaizen initiatives; eliminating barriers to accuracy, quality, and resolution speedUpdate and create Standard Operating Procedures (SOPs) for escalation workflowsUtilize customer data to influence direction of projects and improve efficiencies for partner teamsDevelop and track key performance indicators (KPIs) for escalation resolution effectivenessEducate partner teams on process gaps and collaborate to create processes addressing themStakeholder Management & Communication:Maintain a consistent level of executive presence in all internal and external interactionsProvide clear, concise verbal and written communication across diverse audiences including legal, regulatory, and operational stakeholdersCreate narratives to be shared with customers and/or stakeholders, adjusting communication style for varying audiencesInfluence partner teams and stakeholders; coordinate cross-functional responses on escalation matters