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DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Risk Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers doing business on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

The AHS Risk Manager relies on excellent judgement to plan and accomplish goals and will work under very limited supervision of the Risk Operations Manager. Excellent individual problem-solving and analytical skills are used to authenticate Sellers’ complex transactions and accounts. The successful AHS Risk Manager is an expert communicator and problem solver obsessed with Seller success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Seller’s behalf. The AHS Risk Manager takes full ownership of their functional issues, offers high quality solutions, and are the champion for proactive improvements. They are a technically competent, self-motivated individual with the objective to deliver sustainable results that improve the Seller experience. The AHS Risk Manager is responsible for engaging in frequent written and verbal communication with Sellers, risk partners, and internal leadership teams to accomplish goals. They apply risk-management best-practices and methodologies to mitigate issues they manage, improve processes, and resolve blocking problems. AHS Risk Manager specialize in multiple policy verticals based on complexity. As a Subject Matter Expert, they are able to multi-task utilizing a wide variety of tools to navigate Seller accounts, research and review policies, and communicate effective solutions.

The AHS Risk Manager engages in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish their goals. They interact with our Sellers using multiple communication mechanisms with objectives of coaching and helping them with account health related topics. Up to 70% of their day could be inbound and outbound phone contact. The successful AHS Risk Manager is able to redirect difficult conversations as they engage with Sellers who are in poor standing. The ideal candidate demonstrates ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions. The candidate may have experience in specialized investigations or escalations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision and a high degree of accuracy. AHS Risk Managers are tenacious, enthusiastic, and passionate about the employee and Seller experience.

Key job responsibilities
· Gain and maintain a thorough understanding of Account Health Support programs and services – know who we are and how we serve our customers.
· Build strong relationships with Selling Partners across the program; proactively build joint business plan action items and act as a point of escalation for outstanding issues, questions, and concerns.
· Provide prompt and efficient education and service to Amazon Sellers including appropriate escalation of Sellers' issues.
· Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues.
· Liaise with other departments as required to resolve Seller’s issues and questions.
· Identify Seller and Risk Manager success barriers, provide solutions, and drive change through business improvement initiatives.
· Demonstrate excellent time-management skills and the ability to work without assistance while using departmental resources, policies and procedures.
· Identify proactive documentation of operational procedures required to tackle known risk related patterns.
· Proven ability to work in fast paced, ambiguous environment where decisions are made without compromising on customer experience.
· Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
· Contribute to a positive team environment and proactively aid team members with difficult contacts as needed.