Risk Manager Ii, Escalation Management and

3 year of experience in Reported Abuse, Abuse Prevention OR 2 years of experience in investigations, risk, incident or crisis management.
- Demonstrated experience handling escalations.
- Demonstrated experience driving root cause investigations.
- Demonstrated experience working with cross departmental teams to perform investigations and improve processes.
- Strong communications skills and experience communicating with leaders and partner teams such as legal, PR, and other external teams.
- Ability to think critically with the vision to work both tactically and strategically.
- Ability to function effectively in a dynamic, fast-paced environment.
- Proven ability to bring clarity to ambiguous situation.

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 and Prevention (EMP) Team is tasked with managing and resolving abuse related escalations that may harm our customers, brands, or selling partners. Our growth requires leaders who move fast, comfortable working with ambiguity, 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.

As a Risk Manager, you will be responsible for:

- Identifying, containing, and resolving time sensitive and high impact escalations around Infringement and Non-Infringement related violations of Amazon policies.
- Performing incident remediation, to include determining scope, root causes, urgency, and potential impact, to quickly de-escalate and resolve the issues.
- Analyzing escalations from various sources within Amazon and determining possible root causes.
- Tracking and documenting escalations from initial detection through final resolution.
- Serving as a technical expert and liaison to legal personnel and explain escalation details
- Reporting back to senior leaders on actions taken to manage the escalations, including responding to directors and above.
- Working with program/product owners, vendor/catalogue managers and other business partners to resolve complex escalations and implement solutions on new risk vectors.
- Exercise strong judgment in areas where policies are not well defined.
- Operate with a high level of integrity and discretion to handle confidential information
- Understand the implications of new information for both current and future problem-solving and decision-making.
- Consider the relative costs and benefits of potential actions to choose the most appropriate one.
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action.
- Dissect complex problems to develop and evaluate options and implement solutions.
- Analyze existing policy and process gaps, and identify solutions to close them.
- Function effectively in a dynamic, fast-paced environment.
- College degree in a relevant field such as business.
- Experience working with SQL and Microsoft Excel.
- Organized, independent, and autonomous, able to set and meet own deadlines, and prioritize work with mínimal guidance.
- Demonstrated analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases
- Open to working non-standard hours (evenings and weekends) to provide oncall support for high severity events.
- Most investigations will be in the English language, however language skills in Japanese, Arabic, German, Italian, Spanish, French, or other non-English languages are a plus.