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 Selling Partner Abuse team 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 Abuse 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 to manage critical and high impact global events and escalations. The ideal candidate should be passionate about helping us ensure that customers may make great purchase decisions and that brand owners and sellers using Amazon are successful listing and selling their products. Your decisions are not only fundamental to helping protect customers and sellers but will help maintain the health of the Amazon catalog and product listings ecosystem. · Candidate experienced in setting program strategy · Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations.· Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports.· Analyze existing policy and process gaps, and develop solutions to close them.· 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.· Use high-level judgment to own our most complex enforcement decisions.Key job responsibilities· Candidate experienced in setting program strategy · Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations.· Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports.· Analyze existing policy and process gaps, and develop solutions to close them.· 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.· Use high-level judgment to own our most complex enforcement decisions.About the teamThe Escalation Management and Prevention (EMP) team handles escalations related to suspected Selling Partner fraud and abuse on Amazon stores. We act as the centralized intake for all internally-driven abuse-related matters for Amazon stores through the internal only abuse-escalations@ email alias. We conduct holistic investigations, perform root cause analysis of escalation drivers, and pursue initiatives across global program teams to prevent future incidents related to the same root cause gap. We bring unique perspectives by applying front-line anecdotal learnings from Selling Partner escalations to programs across the Customer Trust and Partner Support (CTPS) organization.We are open to hiring candidates to work out of one of the following locations:San Jose, CRIBASIC QUALIFICATIONS- 2-5 years of experience working in relevant industries such as law, customer service, investigations, project management, etc. - Bachelor's degree - Proficient in 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 with collaboration skillsPREFERRED QUALIFICATIONS- 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
