Amazon · 4 months ago
Escalations Specialist Dutch, Worldwide Operatons Security (WWOS)
Goodyear, Arizona, USA
Full-time
Onsite
Entry Level
$42K/yr - $73K/yr
1+ years expAmazon is seeking articulate, strategic applicants for the role of Escalations Specialist in their Worldwide Operations Security team. The role involves working directly with customers, law enforcement, and drivers to mitigate security and operational risks while ensuring a seamless delivery experience.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customer’s orders
Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers)
Quickly resolves any potential issues that may impact driver and customer delivery experience
Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager
Shift work will be required, potentially to include nights, weekends and Public Holidays
Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts
We are open 24 hours and day and 7 days a week
The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and Amazon brand
Assisting in the notification process of Amazon and their stakeholders
Qualification
Required
High school or equivalent diploma
Conversational level fluency in Dutch
3+ months of customer service experience/Operation Call/Command Center work environment
1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc
Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
Typing skills at 35 words per minute with high accuracy
Knowledge of working over internet and successfully navigating websites
Preferred
Bachelor's degree – Criminal Justice, Political Science, Crisis Management, Business Administration or similar
Ability to act with a high level of empathy, patience, and ownership with each customer
Experience resolving conflicts and setting appropriate expectations with customers
Experience providing crisis management triage
Exemplary performance record, particularly with regard to quality & productivity
Experience working in fast paced environments, and managing workload even during times of stress or escalated activity
Demonstrates effective, clear and professional written and oral communication and attention to detail
Demonstrates effective communication, composure, empathy, and a positive professional attitude
Customer Focus - Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome
Benefits
Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-01-13
2026-01-13
Business Standard India
2026-01-13
Company data provided by crunchbase