Chief Escalation Resolution Specialist
hace 8 horas
About Us
Amzn Support Srvcs Costa Rica is a trusted leader in delivering exceptional customer experiences. Our commitment to excellence has earned us recognition as the #1 most trusted company for customers.
The Opportunity
We're seeking a skilled Risk Manager II, Escalation Management and Prevention to join our team. As a key member of our Escalation Management and Prevention (EMP) Team, you will play a critical role in managing and resolving abuse-related escalations that may harm our customers, brands, or selling partners.
About the Role
As a Risk Manager, you will be responsible for:
- Identifying and Containing High-Impact Escalations: You will quickly identify, contain, and resolve time-sensitive and high-impact escalations around infringement and non-infringement related violations of Amazon policies.
- Incident Remediation: You will perform incident remediation, including determining scope, root causes, urgency, and potential impact, to quickly de-escalate and resolve issues.
- Escalation Analysis: You will analyze escalations from various sources within Amazon and determine possible root causes.
- Documentation and Reporting: You will track and document escalations from initial detection through final resolution, reporting back to senior leaders on actions taken to manage escalations.
Requirements
To succeed in this role, you will need:
- Strong Analytical Skills: You will have demonstrated analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases.
- Technical Expertise: You will have experience working with SQL and Microsoft Excel.
- Effective Communication: You will have strong communication skills and experience communicating with leaders and partner teams such as legal, PR, and other external teams.
- Business Acumen: You will have a college degree in a relevant field such as business.
- Language Skills: While English is the primary language used in investigations, proficiency in Japanese, Arabic, German, Italian, Spanish, French, or other non-English languages is a plus.
What We Offer
As a valued member of our team, you can expect:
- A Dynamic Work Environment: You will work in a fast-paced environment with a team that values innovation and entrepreneurship.
- Ongoing Learning Opportunities: You will have access to training and development opportunities to help you grow professionally.
- Recognition and Rewards: You will be recognized and rewarded for your contributions to the team and the company.
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