Job Description

Description
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 the R&C Shared Services 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

• Executive & Legal Escalation Management: Respond to executive and legal escalation requests in real-time, providing education and solutions with the goal of achieving first contact resolution and delivering customer experience.

• Systemic Gap Identification & Analysis: Treat each escalation as a defect signal to identify gaps and root causes driving seller escalations. Conduct monthly trend analysis across escalation categories to uncover patterns and friction points in Registration and Compliance workflows.

• Data-Driven Insights Development: Perform analysis to identify root causes of issues, develop insights with recommendations, quantify business impact, and prepare reports with owners and implementation timelines for stakeholder review.

• Cross-Functional Partnership & Accountability: Partner with leadership and stakeholders across operations, technology, and product teams to deliver insights through forums (QBRs, WBRs). Track stakeholder decisions on insights (implement, defer, or reject) and monitor implementation.

• Preventive Action & Mitigation Tracking: Lead stakeholder meetings to prioritize and align on implementation timelines for identified gaps. Track mitigation progress and measure impact versus predicted impact to enable improvement and prevent recurring escalations.

• POC Collaboration: Partner with program and stakeholder teams leveraging insights from escalation patterns to inform improvement strategies.

• Team Development & Knowledge Sharing: Provide guidance, support, mentoring, and training to team members.

• Data Quality & Continuous Improvement: Ensure data quality through peer/manager review of insights before stakeholder delivery. Maintain feedback loops with stakeholder teams to validate findings and document corrections, refining analytical approaches based on learnings.

A day in the life
The individual serves as a strategic escalation manager and insights analyst, resolving executive and legal escalations while transforming each case into actionable intelligence. This role bridges escalation response with systemic improvement by identifying root causes, conducting trend analysis, and developing data-driven recommendations. Through cross-functional partnerships with leadership, technology, and product teams, the individual drives preventive actions and tracks mitigation effectiveness. The position requires balancing immediate escalation resolution with long-term improvement, ensuring stakeholder accountability, and mentoring team members while maintaining rigorous data quality standards.
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.
Basic Qualifications
- Experience with analytical tools and ability to dive deep into metrics and reporting
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Bachelor's degree or equivalent experience in Escalations, Operations, Analytics, or related field
- 3+ years of experience in escalation management, customer experience, or operations roles
- Proven experience conducting root cause analysis and developing data-driven insights
- Demonstrated ability to analyze trends, quantify business impact, and present recommendations to stakeholders
- Experience partnering with cross-functional teams including operations, technology, and product
- Ability to work independently, prioritize competing demands, and meet defined SLAs
Preferred Qualifications
- Knowledge of data analytics with tools such as Tableau, SQL, Quick-sight
- Experience with Lean Six Sigma, process improvement methodologies, or defect reduction programs
- Familiarity with compliance, registration, or regulatory workflows
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Skills Required