RCES Escalation Manager, SPTO- Escalations

At Amazon we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Amazon's Escalation Team

In this role you will be part of RCES team, responsible for resolving Executive and Legal escalations, supporting new launches, gathering information for process improvements across multiple functions for all our worldwide regions and employees.

Key job responsibilities

• Supporting Stakeholders with both Legal and Executive escalations
• Learn new skills/processes and provide cross skill/cross site/cross region supports
• Respond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience.
• Process Improvements: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work.

Key job responsibilities

Key job responsibilities:-

• Supporting Stakeholders with both Legal and Executive escalations
• Learn new skills/processes and provide cross skill/cross site/cross region supports
• Respond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience.
• Process Improvements: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work

A day in the life

Individual will be accountable for responding and solving executive, legal, PR and regulatory escalations within a defined SLA as per target. Individual should demonstrate functional skills and the ability to work independently while using departmental resources, policies and procedures. Maintains a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.

About the team

The Registration and Compliance Escalations Support (RCES) team is a critical pillar within the Selling Partner Trust Operations (SPTO) Escalations organization, directly supporting the Selling Partner Trust & Integrity organization's North Star vision: ensuring bad actors cannot operate in our store while legitimate selling partners can grow their businesses without disruption.

RCES specializes in managing executive, legal, and PR escalations while overseeing essential registration, compliance, and regulatory programs, that protect both sellers and customers across Amazon's global stores. Taking complete ownership of escalations, we manage each case end-to-end, ensuring thorough investigation and resolution while maintaining clear communication with all stakeholders. Our comprehensive deep dive documents provide executives with detailed insights into escalation trends, root causes, and proposed solutions, enabling data-driven decision-making at the leadership level.

• 2+ years of work in relevant industries such as law, customer service, investigations or project management experience
• Bachelor's degree or equivalent, or experience in an industry role
• Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
• Experience in relevant industries such as law, customer service, investigations or project management
• Bachelor's degree or equivalent, or 4+ years of industry experience

• Experience in SQL data manipulation
• Experience with Lean or Six Sigma analytical techniques
• Experience working in risk/fraud analysis or in compliance organizations

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