The successful candidate for this role will be a leader with a background in program management and risk mitigation. They will play a critical role in maintaining Amazon's reputation for trust and excellence by identifying and preventing abuse across our global platform.
Amazon is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
Key job responsibilities
1. Lead and support teams in investigating, managing, and resolving high-impact incidents and escalations.
2. Execute program strategy to enhance customer trust and protect brand owners.
3. Draft and present deep-dive reports, including responses to senior executives and Correction of Errors (COE) documents.
4. Analyze existing policy and process gaps, developing and implementing solutions to close them.
5. Manage and own projects aimed at improving operational efficiency, including data analysis and collaboration with external teams.
6. Monitor media and global events to anticipate and mitigate potential risks, using data-driven insights to prevent issues before they arise.
7. Make high-level decisions, leveraging judgment and expertise in complex scenarios.
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.
1. 2-5 years of experience in relevant areas such as law, customer service, investigations, or project management.
2. Bachelor's degree.
3. Written communication skills, with the ability to write clearly and succinctly.
4. Ability to move quickly and decisively to resolve incidents.
5. Analytical thinking with a natural tendency to use data in decision-making and prioritization.
6. Proven experience collaborating with cross-departmental teams.
7. Flexibility to work on case triaging and escalation handling.
1. Proven experience in risk management, fraud, or compliance organizations, with a focus on program strategy and leadership.
2. Demonstrated analytical and quantitative skills, using data and metrics to develop business cases, predict trends, and drive solutions.
3. Ability to bring clarity to ambiguous situations and make informed decisions in complex scenarios.
4. High level of integrity and discretion in handling confidential information.
5. Communication skills, capable of clearly and effectively presenting complex information to senior leadership.
6. Entrepreneurial spirit with a passion for driving innovation and achieving results in a fast-paced environment.
7. Enthusiasm for delivering exceptional service to executive leadership and other key stakeholders.
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.
