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Risk Manager, Escalation Management and Prevention
Amazon
Administration
Seattle, WA, USA · Arlington, VA, USA · United States · Virginia, USA
Posted on Oct 18, 2024
DESCRIPTION
Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation for trust, the Escalation Management & Prevention Team, part of Selling Partner Support, is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.
The Selling Partner Support team designs and implements policies, tools and technology innovations to protect customers. Our team is looking for leaders to take ownership of these various areas and deliver on critical and high visibility projects. We are looking for a Risk Manager with strong analytical and investigative skills to manage critical and high impact global events and escalations. The ideal candidate should be passionate about helping ensure customers make great purchase decisions and that brand owners and sellers are successful selling their products. This role involves interacting through several channels and using large data sets to identify potential risks, discovering patterns of risks, and performing in-depth analysis.
Key job responsibilities
· Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations.
· Take the leading role in drafting and presenting deep-dive documents clearly and concisely using Amazon Writing guidelines in responses to senior executives.
· Identify gaps and risks in Amazon's current mechanisms and policies and recommend solutions to product/policy owning teams.
· Own and/or manage projects designed to improve operational and process efficiency. This will include accessing and analyzing data and working extensively with external teams.
· Effectively prioritize opportunities in an ambiguous environment.
· Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen.
· Use high-level judgment to own complex enforcement decisions.
A day in the life
· Deep dive incoming L8+ escalations, identify and complete initial resolving actions.
· Complete initial draft of Write-Ups(WUs) and identify root cause gaps.
· Set and lead meetings with program and partner teams to develop preventatives working through any disagreements that arise.
· Deliver WUs within designated SLAs.
· Identify and drive or contribute to projects that improve EMP processes, reduce customer risk, and improve seller experiences.
· Investigate and close ad hoc requests brought by leadership.
About the team
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to help each team member develop into a better-rounded professional.
BASIC QUALIFICATIONS
- 4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Bachelor's degree or equivalent
- Experience handling confidential information
PREFERRED QUALIFICATIONS
- 3+ years of program requirements definition and data and metrics leveraging to drive improvements experience
- Professional auditing qualification, or similar risk or compliance credentials
- Experience with SQL and Excel
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.