Customer Escalations Manager, Risk Management Amazon
Seattle, WA

Job Description

Our mission in Transaction and Risk Management Services (TRMS) is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and our people we manage risk across multiple geographies for multiple markets having its own diverse set of buyers and sellers. We focus on customers and scale through innovation. The TRMS team safeguards the order pipelines by monitoring, tracking, and managing risk to ensure long term customer satisfaction.

Amazon.com is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Summary of Responsibilities

In charge of managing a global escalations team of 25 Escalations specialists and will lead managers across multiple TRMS sites. This team will be handling executive escalations across buyer functions and provide insights into opportunities to improve process and policy and it will be based out to multiple TRMS sites. As a people manager, the key roles are to provide leadership and administrative support to their team(s) and manage them to focus on the people development of their team, minimize the impact of bad debt by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, execute road mapped projects with various stakeholders.

In addition to being responsible for achieving and exceeding team's defined metrics through rigorous performance management she / he will be expected to participate in strategic planning, project road mapping activities of the team.

The key to success in this role is the ability to understand the TRMS vision and make independent decisions with sound judgment to manage their teams to attain that vision.

The incumbent is required to demonstrate performance in the following areas:

Metrics, by consistently leading the group of managers to meet the goals aligned to bad debt reduction, improved customer experience and meet service levels as per targets. Will also be accountable to represent the performance of his entire team/sub-function at various platforms worldwide. The candidate would need be able to dive deep on metrics and facilitate the solutions. Will be responsible for ensuring that the team delivers as per plan, and will actively work with various teams to on board resources for the team.

Process Improvement, by delivering significant Business impacts and contributions to their company through improvement to quality, productivity, or customer experience. Work with various stakeholders within and outside TRMS to ensure feature prioritization and delivery of process level improvements. The candidate will have to enable his team to deliver on improvements. Consistently demonstrates timely delivery of projects on roadmap to support the team and department vision

People Development, by developing the career and skills of their Investigator teams through continuous closure of performance feedback loops. Is expected to setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within his teams and accordingly upskill. Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Should work towards creating a strong succession plan within her/his team.

Should be able to hire the best for her/his teams and for Amazon as well and be able to act as a mentor.

Networking: The candidate also needs to communicate with multiple stakeholders within the organization - the peer group as well support functions to ensure smooth delivery of the processes being handled. She/he will be required to be abreast of trends and fraud issues impacting the retail industry, thus ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.