Risk Manager (L5), Escalation Management And

2-5 years of experience working in relevant industries such as law, risk management, investigations, project management, etc.
- Bachelor's degree
- Demonstrated written communication skills - able to write, clearly and succinctly
- Demonstrated experience in making high judgement decisions using data and analysis
- Demonstrated experience working with cross departmental teams utilizing influencing and collaboration skills

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.
- Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations around Product Safety and Compliance.
- Take leading role in drafting and presenting deep-dive documents clearly and concisely using Amazon Writing guidelines in responses to senior executives and on Correction of Errors (COE) reports.
- Analyze existing policy and process gaps, and develop solutions to close them working with program partner 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.
- 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 our most 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.

San Jose, CRI
- Experience working in risk, fraud or compliance organizations
- High level of integrity and discretion to handle confidential information
- Enthusiasm to provide superb customer service to executive leadership and other key stakeholders
- Ability to bring clarity to ambiguous situation
- Demonstrated analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases
- Ability to influence without authority.