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 Selling Partner Abuse team is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, 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.
The Escalation Management and Prevention (EMP) team is responsible for managing escalations related to suspected Selling Partner fraud and abuse on Amazon stores. As the centralized point for all internally-driven abuse-related issues, we operate through the internal-only abuse-escalations@ email alias. Our team conducts thorough investigations, identifies the root causes of escalations, and drives initiatives across global program teams to prevent recurring issues. By leveraging front-line insights from Selling Partner escalations, we contribute unique perspectives to programs within the Selling Partner Services (SPS) organization.
Amazon's reputation for excellence is well established, recently being recognized as the #1 most trusted company by customers. To uphold this reputation, the EMP team is tasked with identifying and preventing abuse that could impact customers and brand owners globally. Our rapid growth demands leaders who are agile, possess an entrepreneurial mindset to develop innovative solutions, demonstrate relentless determination to achieve goals, and excel in breaking down and solving complex challenges.
The EMP team is dedicated to designing and implementing policies, tools, and technological innovations that safeguard customers. We are seeking leaders to take ownership of various critical and high-visibility projects. Specifically, we are looking for a Risk Specialist to manage significant global events and escalations. The ideal candidate is passionate about ensuring customers can make informed purchase decisions and supporting brand owners and sellers in successfully listing and selling their products on Amazon. Your decisions will be crucial in protecting customers and sellers and maintaining the integrity of Amazon's catalog and product listings ecosystem.
As a Risk Manager II (RM II) on the Escalation Management and Prevention (EMP) team, you will be a global subject matter expert in handling abuse-related escalations, including high-severity and Public Relations (PR) cases. You will lead investigations, provide high-judgment resolutions, and deliver concise summaries to senior leaders. Your role includes driving initiatives to eliminate root causes of escalations in partnership with the Risk Insights and Defect Elimination team, preparing risk papers, and improving decision accuracy across your assigned vectors. Additionally, you will manage and deliver training programs for new team members and contribute to regional risk management initiatives to enhance customer and seller experiences. You will also coordinate key global events, ensuring alignment with policies and procedures, making your role crucial in maintaining operational efficiency and improving process quality.
Amazon is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
Key job responsibilities
Key Responsibilities:
1. Lead High-Severity Investigations:
• Conduct holistic investigations into high-impact abuse-related escalations, including Sev1 and Public Relations (PR) cases.
• Provide high-judgment resolving actions and deliver concise incident summaries to senior leadership.
2. Manage Initial Resolving Actions (IRA):
• Own and execute IRA within your specific vectors, ensuring alignment with the Executive Escalation (EE) framework.
3. Drive Quality Improvement Initiatives:
• Lead WW quality initiatives for specific vectors by analyzing defect data and developing action plans to eliminate root causes.
• Collaborate with cross-regional teams to improve decision accuracy and support quality audits with insights for process enhancements.
4. Develop and Manage Training Programs:
• Conduct training needs analysis and develop onboarding and mentoring plans for new team members.
• Lead continuous improvement initiatives to up-skill team members and enhance overall process knowledge.
5. Program Management:
• Drive risk assessment and mitigation initiatives in collaboration with program teams for a program/vector/process at worldwide level.
• Leverage high-level judgment to identify and address complex enforcement decisions, enhancing customer and seller experiences.
6. Prepare and Present Risk Papers:
• Regularly prepare and present risk papers that track key risk indicators, escalation trends, and root causes.
• Provide insights and collaborate with the Risk Insights and Defect Elimination team to build solutions and implement guardrails.
7. Coordinate Key Events:
• Own the planning, communication, and management of key events such as Amazon Rolling Thunder (ART) and Marquee events, ensuring compliance with policies and procedures.
8. Stakeholder Engagement:
• Ensure timely and accurate communication with leaders and other stakeholders, impacting decision-making and maintaining operational efficiency
About the team
The Escalation Management and Prevention (EMP) team is responsible for managing escalations related to suspected Selling Partner fraud and abuse on Amazon stores. As the centralized point for all internally-driven abuse-related issues, we operate through the internal-only abuse-escalations@ email alias. Our team conducts thorough investigations, identifies the root causes of escalations, and drives initiatives across global program teams to prevent recurring issues. By leveraging front-line insights from Selling Partner escalations, we contribute unique perspectives to programs within the Selling Partner Services (SPS) organization.
Amazon's reputation for excellence is well established, recently being recognized as the #1 most trusted company by customers. To uphold this reputation, the EMP team is tasked with identifying and preventing abuse that could impact customers and brand owners globally. Our rapid growth demands leaders who are agile, possess an entrepreneurial mindset to develop innovative solutions, demonstrate relentless determination to achieve goals, and excel in breaking down and solving complex challenges.
The EMP team is dedicated to designing and implementing policies, tools, and technological innovations that safeguard customers. We are seeking leaders to take ownership of various critical and high-visibility projects. Specifically, we are looking for a Risk Specialist to manage significant global events and escalations. The ideal candidate is passionate about ensuring customers can make informed purchase decisions and supporting brand owners and sellers in successfully listing and selling their products on Amazon. Your decisions will be crucial in protecting customers and sellers and maintaining the integrity of Amazon's catalog and product listings ecosystem.
- 5+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Bachelor's degree or equivalent
- Experience handling confidential information
- 5+ years of program requirements definition and data and metrics leveraging to drive improvements experience
- Professional auditing qualification, or similar risk or compliance credentials
- Experience with SQL and Excel
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.