Executive Customer Relations Specialist

About the role

The Executive Customer Relations Specialist is the highest tier of customer advocacy, handling complex escalations from senior leaders, government bodies and regulatory agencies. You will turn critical issues into opportunities for improvement by leveraging data‑driven insights and cross‑functional partnerships.

Key responsibilities

• Serve as the primary point of contact for executive‑level and government‑related customer escalations.
• Conduct thorough investigations, deliver immediate solutions, and identify systemic improvement opportunities.
• Represent Amazon Customer Service in meetings with government and regulatory stakeholders.
• Coordinate escalation workflows, detect process gaps and implement new mechanisms.
• Act as liaison between Customer Service and Legal on court cases, legal notices and regulatory matters.
• Lead or mentor a team of Customer Relations associates where required.

Required profile

• Minimum 2 years of experience managing high‑impact customer escalations.
• Proven ability to work with senior leadership, government officials and legal teams.
• Strong executive presence, sound judgment and ability to navigate ambiguous situations.
• Excellent written and verbal communication in English.

Required skills

• Escalation Management
• Kaizen
• Root Cause Analysis
• Regulatory Compliance Management
• Data‑driven Insights
• Key Performance Indicators (KPIs)
• Lean Manufacturing
• Process Improvement
• English‑language Communication
• Six Sigma
• Standard Operating Procedures (SOPs)