RCO Manager II Escalations, R&C Escalations

3 weeks ago

Bengaluru, Karnataka, India ADCI - Karnataka Full time
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 Registration and Compliance (R&C) Escalations Team.
In this role you will be part of the R&C Shared Services (SS) organization, and will be our leading our escalations team.
Escalation leader sets the vision, direction, and culture of their team by driving process improvement, motivating a team of exceptionally driven, customer-obsessed escalations specialists & managers, while maintaining singular focus on ensuring and improving a world-class customer experience.
Person in the role will own critical KPIs and escalation mechanisms (inputs, tools, adoption, inspection, outputs and performance) that lead to data-driven insights to optimize customer experiences and reducing escalations

Key job responsibilities

•Successful leadership and development of a team of escalation specialists based in Europe, India and SJO

•Support the team in conducting highly sensitive escalation investigations, ensuring high quality standards for findings, root cause analysis, and corrective and preventative recommendations

•Lead and support narrative write ups requested by executives and stakeholders

•Contribute to establish goals for the escalations program

•Track progress, and manage through obstacles to achieve service levels, quality holding his/her team/s accountable to meet and exceed performance targets.

•Deliver high-quality escalation reports that are effectively written with practical, actionable, and value-added recommendations

•Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives

•Analyze escalation trends and provide strategic recommendations to the business to proactively address defects

•Establish feedback loop mechanisms and drive for improvement by leading global initiatives with product, tech, operations & other partners teams aimed at preventing escalations and improving customer experience

•Leading performance and business reviews for the escalations program

A day in the life
The role of this position is to provide leadership and guidance to the teams under supervision, manage escalation specialists to achieve the program goals, while working closely with operations, product, quality transformation, customer excellence teams to drive metrics and projects focused on escalations reduction and seller experience improvement

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND

BASIC QUALIFICATIONS


•Bachelor's degree or equivalent

•3+ years of experience with Incident/Event Management for critical services

•2+ years of people management experience

•Extensive relevant industry experience across operations, risk, fraud investigations and/or compliance, etc.

•Project/Program management experience managing small to mid-size project and program from inception to delivery

•Excellent English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business

PREFERRED QUALIFICATIONS


•Six Sigma, Lean, green belt certified or equivalent working experience.

•Advanced qualifications such as MBA would be advantageous

•Knowledge of ITIL/Lean Processes

•Understanding of Registration and compliance workflows

  • Escalations Specialist, RCO Escalation

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - BLR 14 SEZ Full time

    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...

  • Escalations Specialist, RCO Escalation

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    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...

  • Escalations Specialist, RCO Escalation

    4 weeks ago

    Bengaluru, Karnataka, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. DESCRIPTION:At Amazon we believe that every day is still day one.We are working to be the most customer-centric company...

  • Manager - Escalations Process

    4 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    Escalations Process Manager Process Mgr, EscalationsAt 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...

  • Escalation Management Lead

    2 days ago

    Bengaluru, Karnataka, India Amazon Full time

    As a Risk Manager II, 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...

  • Escalation Manager

    5 days ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Title: Escalation ManagerDepartment: Customer Service / OperationsLocation: Divya Sree Towers, Bannerghatta Road, Opposite Jaydeva Hospital, BangaloreJob Summary:We are seeking an experienced Escalation Manager with a background in BFSI (Banking, Financial Services, and Insurance) or Fintech to join our dynamic customer service team. The Escalation...

  • Escalation Manager

    2 weeks ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Title: Escalation Manager Department: Customer Service / Operations Location: Divya Sree Towers, Bannerghatta Road, Opposite Jaydeva Hospital, BangaloreJob Summary:We are seeking an experienced Escalation Manager with a background in BFSI (Banking, Financial Services, and Insurance) or Fintech to join our dynamic customer service team. The Escalation...

  • Escalation Lead

    3 weeks ago

    Bengaluru, Karnataka, India SAP Full time

    We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Global Advisor Program Manager, Rco Global Advisor Program

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONAre you passionate about improving the quality of our compliance and seller experience Do you thrive in a fast-paced environment in which you have the opportunity to influence change Would you like to enable change that drives business growth while protecting Amazon s Selling Partner experience Risk Compliance R C Global Advisor Program ...

  • Escalation Prevention Manager

    2 days ago

    Bengaluru, Karnataka, India Amazon Full time

    About the RoleThis is an exciting opportunity to join Amazon's Escalation Management and Prevention team as a Global Event Response Director. You'll lead and support teams in responding to, investigating, managing, and resolving high-impact incidents and escalations.You'll analyze existing policy and process gaps, develop solutions to close them, and...

  • Lead Escalation Eng

    3 weeks ago

    Bengaluru, Karnataka, India TIBCO Full time

    Job Description SummaryDo you thrive in a start-up vibe? Were you built for a small, nimble, and dynamic team that& ready to win? If you answered yes, we want to talk to you We are now going back to ourroots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - Karnataka Full time

    The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets, and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.Amazon is hiring an Escalation Specialist at GSOC- India...

  • Escalations Manager, Trust

    3 weeks ago

    Bengaluru, Karnataka, India ADCI - Karnataka Full time

    Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality is an essential component of Prime Video Trust & Safety charter. Are you excited about launching content on Prime Video and...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations Centre GSOC is to mitigate security and operational risks to our associates physical assets and brand GSOC supports Amazon Worldwide Stores by providing 24 7 services including alarm monitoring and response incident triage and crisis management Amazon is hiring an Escalation Specialist at...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations GSO is to mitigate security and operational risks to our associates physical assets and brand Global Security Operations Centre GSOC supports Amazon Worldwide Stores by providing 24 7 services including alarm monitoring and response incident triage and crisis management Amazon is hiring an...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India ADCI - Karnataka Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (GSOC) supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management. Amazon is hiring an Escalation...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. Global Security Operations Centre (GSOC) supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.Amazon is hiring an Escalation...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets, and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.Amazon is hiring an Escalation Specialist at GSOC- India...

  • Escalation Specialist

    1 day ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets, and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.Amazon is hiring an Escalation Specialist at GSOC- India...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Navi Full time

    About usNavi is one of the fastest-growing financial services companies in India providing Personal &Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-firstfinancial products that are simple, accessible, and affordable. Drawing on our in-house AI/MLcapabilities, technology, and product expertise, Navi is dedicated to...