Job Description

: Job summary 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 Trustworthy Shopping Experience (TSE) team strives

: Job summary 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 Trustworthy Shopping Experience (TSE) team strives to guarantee customers a trustworthy shopping and ordering experience so they can shop with confidence on Amazon. The Perfect Order Experience team, within TSE, works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our team, Selling Partner Incident Management (SPIM), handles escalations related to suspected Selling Partner fraud and abuse on Amazon stores. 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 learning from Selling Partner escalations to programs across TSE and the broader WW SPS organization. Our team is looking for a Risk Manager to respond to and mitigate critical and high impact global events and escalations. We are looking for leaders who take ownership of these various areas and deliver on critical and high visibility projects. The ideal candidate should be able to manage critical and high impact global events, escalations and be passionate about helping us ensure that customers may make great purchase decisions and that brand owners and sellers using Amazon are successful in listing and selling their products. Your decisions are not only fundamental to protect Amazon customers from products that are illegal or otherwise prohibited or restricted by Amazon policies. Key job responsibilities The ideal candidate has a proven track record to - Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations around product authenticity (counterfeit, trademark, copyright) and safety issues. Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports. Analyzing escalations from various sources within Amazon, determining possible root causes and identifying preventative actions 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. Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen and performing escalation trend analysis and reporting. Use high-level judgment to own our most complex enforcement decisions. Tracking and documenting incidents from initial detection through final resolution. Basic Qualifications : Basic qualifications At least 2-5 years of experience working in relevant industries such as law, customer service, investigations, project management, etc. - Bachelor's degree. Proven analytical thinking with a natural tendency to use data in decision-making and prioritization. Mandatory non-standard hours, including weekend and public holidays coverage Exceptional written and verbal communication skills with demonstrated experience writing for and briefing executive-level stakeholders. Ability to think critically and logically, with the vision to work both tactically and strategically. Exceptional bias for action ' willing to move quickly and decisively to resolve an incident. Demonstrated problem solving and decision-making skills. Exceptional stakeholder management skills with ability to influence without authority. Preferred Qualifications : PREFERRED QUALIFICATIONS Experience working in risk, fraud or compliance organizations. High level of integrity and discretion to handle confidential information. Strong enthusiasm to provide superb customer service to the leadership team and other key stakeholders. Proven 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. Proficiency in another language other than English