Escalations Splst Italian, Worldwide Operations Security

Escalations Splst Italian, Worldwide Operations Security (WWOS) Job ID: | Amazon.com Services LLC Amazon is seeking articulate, strategic applicants with a desire to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within EU. It ensures hassle‑free, timely pick‑up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify the Amazon Customer Service goal to be Earth’s most customer‑centric company by solving driver and customer problems appearing throughout all delivery experiences. This unique role handles law enforcement, customer and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role. This role will be located at our Global Security Operations Center (GSOC). The GSOC provides global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon’s regional locations. It coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM), troubleshoots issues with the alarm access control system, issues credentials to critical data locations, and performs other daily service and projects. Key Job Responsibilities Support to drivers on‑road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools and triaging incidents that could occur during delivery of customer 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 resolve 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 including nights, weekends and public holidays. Must be willing to support any schedule during our DAY, NIGHT, or MIXED hour shifts. We are open 24 hours a day, 7 days a week. A Day in the Life The Escalations Specialist will intake last‑mile emergency incidents that impact operations, life/safety, and the Amazon brand, assisting in the notification process of Amazon and its stakeholders. Benefits Medical, Dental, and Vision Coverage Maternity and Parental Leave Options Paid Time Off (PTO) 401(k) Plan Basic Qualifications High school or equivalent diploma Speak, write, and read fluently in Italian 1+ years of working with computers and Microsoft Office (including Outlook, Word, and Excel) Experience multitasking, including answering multiple phone lines, prioritizing e‑mail, instant message, and ticket‑related communication, and communicating clearly within a command center environment Knowledge of working over the internet and successfully navigating websites 3+ months of customer service experience/Operation Call/Command Center work environment or similar Typing skills at 35 words per minute with high accuracy Preferred Qualifications Bachelor’s degree or equivalent, or experience in investigations case management Experience in resolving conflicts and setting appropriate expectations with customers Experience providing crisis management triage Experience exceeding quota and key performance metrics 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 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $42,300/year in our lowest geographic market up to $72,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site. About the team The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages supporting last‑mile deliveries globally, consisting of Crisis Managers and Escalation Specialists. They intake incidents assisting reporting persons that include customers, community members, law enforcement, and delivery drivers. We specialize in last‑mile on‑the‑road incidents investigating driver’s routes and assisting Amazon sites globally. #J-18808-Ljbffr