Manager II, Risk Managemnt, Escalation Management and Prevention Team

2 weeks ago

Bengaluru, Karnataka, India ADCI - Karnataka Full time

Amazon has a solid track record for being highly trusted by customers, consistently holding the top position in customer trust.

The Selling Partner Incident Management team's primary goal is to identify and prevent abuse across our global customer and brand owner base, contributing to maintaining this reputation of trust.

As part of our team responsible for Escalation Management and Prevention, we focus on creating and implementing innovative policies, tools, and technologies to safeguard our customers.

We are seeking leaders who can act swiftly, think creatively to develop new solutions, demonstrate unwavering determination to accomplish tasks, and exhibit proficiency in addressing and solving intricate issues.

We are currently searching for a Manager to oversee critical global events and escalations that have a significant impact on our operations.

The ideal candidate will be enthusiastic about ensuring customers can make informed purchasing decisions and that brand owners and sellers on Amazon can effectively list and sell their products.

Your strategic decisions not only play a crucial role in safeguarding our customers and sellers but also contribute to maintaining the integrity of the Amazon catalog and product listings ecosystem.

  • The ideal candidate should have a proven track record of developing program strategies that deliver tangible results.
  • Lead and assist teams in addressing, investigating, managing, and resolving high-impact incidents and escalations related to product authenticity and safety concerns.
  • Assume a primary role in creating and delivering comprehensive documents, including responses for senior management and Correction of Errors (COE) reports.
  • Examine existing policy and procedural loopholes and devise solutions to address them.
  • Lead and/or supervise projects aimed at enhancing operational efficiency and processes, involving data analysis and close collaboration with external teams.
  • Keep a vigilant eye on media trends and global events to proactively identify and mitigate potential risks, utilizing data analysis to anticipate and rectify issues before they escalate.
  • Exercise sound judgment in making complex enforcement decisions.

Basic qualifications

  • 3+ years of managerial experience in risk, fraud, or compliance departments.
  • Must hold a Bachelor's degree.
  • Exceptional written communication skills.
  • Ability to convey thoughts clearly and concisely.
  • Strong sense of ownership and a proactive attitude towards addressing issues promptly.
  • Proficient in critical thinking with the ability to work tactically and strategically.
  • Demonstrated analytical skills with a preference for utilizing data in decision-making processes and setting priorities.
  • Skilled in cross-departmental collaboration.

Preferred qualifications

  • High level of integrity and discretion in handling confidential information.
  • Enthusiastic about offering excellent customer service to executive leadership and other key stakeholders.
  • Proven capability to bring clarity to ambiguous situations.
  • Demonstrated analytical and quantitative skills, using data and metrics to support assumptions and develop business strategies.

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