About the Role

If 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 responsibilities

Key Responsibilities

Executive & Government Escalation Management:

Serve as the primary CS point of contact for customer escalations originating from senior leaders, government bodies, and regulatory authorities
Handle egregious escalations and make decisions that have immediate customer impact, where troubleshooting and escalation pathways may not be defined
Conduct comprehensive investigations to deliver immediate customer solutions while uncovering opportunities for business enhancement
Represent Amazon CS in external meetings with government stakeholders and regulatory bodies as required
Identify and respond to emerging escalations, coordinating with partner teams on response
Manage escalation workflows, identify potential process gaps, and deliver new mechanisms
Act as the local liaison between CS and Legal on court-related cases, legal notices, and regulatory matters

Process Improvement & Operational Excellence:

Identify systemic issues driving escalations and implement preventive solutions to reduce volume
Drive continuous improvement through Kaizen initiatives; eliminating barriers to accuracy, quality, and resolution speed
Update and create Standard Operating Procedures (SOPs) for escalation workflows
Utilize customer data to influence direction of projects and improve efficiencies for partner teams
Develop and track key performance indicators (KPIs) for escalation resolution effectiveness
Educate partner teams on process gaps and collaborate to create processes addressing them

Stakeholder Management & Communication:

Maintain a consistent level of executive presence in all internal and external interactions
Provide clear, concise verbal and written communication across diverse audiences including legal, regulatory, and operational stakeholders
Create narratives to be shared with customers and/or stakeholders, adjusting communication style for varying audiences
Influence partner teams and stakeholders; coordinate cross-functional responses on escalation matters