Summary
Amazon is hiring an Executive Customer Relations Specialist in Riyadh to manage complex customer escalations involving senior leaders, government bodies, and regulatory authorities. The role investigates issues, coordinates with Legal and partner teams, and represents Customer Service in external stakeholder meetings as required. It also identifies root causes, improves escalation processes, develops SOPs and KPIs, and may lead a team of associates. Applicants need at least two years of relevant customer support or escalations experience, fluent Arabic, strong English communication, and experience with government stakeholders and process improvement.
The posting
As published on amazon.com. Pulled from the employer's site and shown as they wrote it.
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
- 2+ years of customer support experience, or experience taking ownership and driving resolution on escalated customer issues
- Experience in English-language communication skills, both written and verbal
- Speak, write, and read fluently in Arabic
- Experience identifying and resolving complex issues
- Ability to handle sensitive escalations with executive presence and sound judgment
- Experience in working directly with government officials and regulatory bodies
- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Experience in regulatory compliance management with government agencies
- Experience demonstrating problem solving and root cause analysis
- Experience with process improvement techniques such as Kaizen, Lean Manufacturing or Six Sigma
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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.