Escalations Manager, Trust
2 weeks ago
As a Risk Manager, Global Escalations, the selected candidate will play an integral part in supporting the growth of Prime Video's Trust & Safety operations on a global scale. Risk Managers own the day-to-day handling of the escalations program and work closely with the leadership team to continually enhance processes. Also, they will oversee the intake, triage and resolution of regulatory issues, policy concerns and customer complaints from around the world. Working with a team of specialists, it will be Risk Manager’s responsibility to conduct comprehensive risk analysis on all escalations to identify trends, root causes and develop preventative actions to mitigate the top risks. You will work cross-functionally to ensure issues are resolved promptly and that learnings are implemented globally to prevent recurrence. Through implementation of effective governance, Risk Managers track progress on preventive measures and ensure accountability.
This is an opportunity to transform reactive management into a proactive risk prevention program through vision implementation and hands-on management skills. This role will have wide influence across teams to positively impact customer trust.
This is not a remote position. We are open to hiring candidates to work out of one of the following locations on a hybrid model, following three days from office and two from home:
Bangalore, KA, IND
Key job responsibilities
•Oversee escalation intake, triage, and investigation of escalations, ensuring timely and effective resolution
•Collaborate cross-functionally to identify root causes, uncover systemic risks, and recommend corrective actions
•Collaborate across business units to influence policies that prevent escalations
•Leverage analytics and reports to conduct weekly performance reviews, trend analysis, and identify risks, trends, and opportunities for process improvement
•Leverage data-driven insights to anticipate and mitigate potential risks, fostering a culture of continuous improvement
•Develop and implement risk management strategies to address identified issues and prevent recurrence
•Present weekly updates to leadership through the Weekly Business Review, highlighting key metrics, variances, and opportunities
•Drive effective internal communication through narrative reports and presentation of analytical findings in review forums
About the team
The Global Escalations Management Program is part of Prime Video - Trust and Safety (T&S). T&S mission is to maintain customer trust on Prime Video by ensuring a safe and compliant viewing experience across over 240 territories. Key functions include introducing and enforcing content policies; reviewing all titles for regulatory compliance; providing maturity ratings and descriptors to inform viewers; and taking action against illegal streams and fraudulent accounts.
T&S teams manage 5 key programs: Global Content Policy (GCP), Regulatory Content Compliance (RCC), Maturity Rating and Content Descriptors (MR/CD), Kids Experience, Copyright Protection and Account Enforcement (CPAE).
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 compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Experience in program requirements definition, together with data and metrics leveraging to drive improvements
- Knowledge of risk management frameworks such as risk analysis, risk assessment and governance practices.
- Experience with project management practices like tracking tasks, milestones and deliverables.
- Experience investigating issues, providing data-driven insights and developing mitigation plans.
- Excellent written and verbal communication skills to effectively engage with cross-functional stakeholders
PREFERRED QUALIFICATIONS
- Experience with SQL and Excel
- Knowledge of regulatory environments like privacy, safety and content regulation.
- Experience liaising with cross-functional/regional stakeholders. Ability to foster collaboration.
- Process improvement background with evidence of driving operational enhancements.
- Proficiency in data analysis and visualization tools to track and report on key risk metrics
- Familiarity with global regulatory and compliance requirements for digital media platforms
-
Escalations Specialist, Trust
2 months ago
bangalore, India ADCI - Karnataka Full timePrime 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. We are seeking an innovative and analytical Program...
-
Escalation Engineer
4 weeks ago
bangalore, India NetApp Full timeTitle: Escalation Engineer Location: Bangalore, Karnataka, IN, 560071 Requisition ID: 126158 About NetApp We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with...
-
RCO Escalations Process Mgr, R&C Escalations
3 weeks ago
bangalore, India ADCI - Karnataka Full timeAt 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 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 Amazon’s...
-
RCO Escalations Process Mgr, R&C Escalations
2 months ago
bangalore, India ADCI - Karnataka Full timeAt 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 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 Amazon’s...
-
RCO Manager II Escalations, R&C Escalations
3 weeks ago
bangalore, India ADCI - Karnataka Full timeAt 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...
-
RCO Manager II Escalations, R&C Escalations
2 months ago
bangalore, India ADCI - Karnataka Full timeAt 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...
-
Associate Project Manager
1 month ago
bangalore, India Northern Trust Full timeResponsibilities include: Oversee, assist and manage project management from initiation to closure, and deliver projects as per agreed timelines. Facilitate strategic initiatives for success, including assisting in initial scoping and requirements Help deliver strategic initiatives, including Tracking dependencies, risks, and milestones...
-
Associate Project Manager
1 month ago
bangalore, India Northern Trust Corporation Full timeAbout Northern Trust: Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our...
-
Operations Manager, Prime Video Trust
17 hours ago
bangalore, India ADCI - Karnataka Full timePrime 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. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? We are seeking an innovative and analytical...
-
bangalore, India ADCI - Karnataka Full timeAmazon 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 Incident Management team is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an...
-
Team Lead, Fin Reporting
3 weeks ago
bangalore, India Northern Trust Full timeResponsibilities Strong accounting / financial services/ capital markets work experience or equivalent knowledge Demonstrate through examples /evidence of strong operations knowledge including secondary review & controls, risks & mitigation Demonstrate through examples /evidence day to day team management, mentor/coach team members and...
-
Team Lead, Fin Reporting
4 weeks ago
bangalore, India Northern Trust Full timeResponsibilities Strong accounting / financial services/ capital markets work experience or equivalent knowledge Demonstrate through examples /evidence of strong operations knowledge including secondary review & controls, risks & mitigation Demonstrate through examples /evidence day to day team management, mentor/coach team members and...
-
Team Lead, Fin Reporting
3 weeks ago
Bangalore City, India Northern Trust Full timeAbout Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring...
-
Team Lead, Fin Reporting
3 weeks ago
Bangalore City, India Northern Trust Full timeAbout Northern Trust:Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring...
-
Escalation Engineer
1 month ago
bangalore, India Fortinet Full timeJoin Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a dynamic Escalation Engineer to contribute to the success of our...
-
Escalation Analyst
4 weeks ago
Bengaluru/ Bangalore, India timesjobs Full timeEscalation Analyst Customer ServiceLocation: Bangalore, India; Trivandrum, IndiaDescription:Its an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazines Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take...
-
Tech Coord, Inv Ops Trade Sup
1 month ago
bangalore, India Northern Trust Corporation Full timeAbout Northern Trust: Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our...
-
Tech Coord, Inv Ops Trade Sup
1 month ago
bangalore, India Northern Trust Full timeResponsibilities Strong subject matter expertise/ knowledge of NT business (Custody, GFS, Investment Operations, etc.) Demonstrate through examples /evidence strong operations knowledge including secondary review & controls, risks & mitigations. Demonstrate through example/evidence excellent written and verbal language skills, ability to...
-
Tech Coord, Inv Ops Trade Sup
3 weeks ago
bangalore, India Northern Trust Full timeResponsibilities Strong subject matter expertise/ knowledge of NT business (Custody, GFS, Investment Operations, etc.) Demonstrate through examples /evidence strong operations knowledge including secondary review & controls, risks & mitigations. Demonstrate through example/evidence excellent written and verbal language skills, ability to...
-
Team Lead, Fin Reporting
4 weeks ago
bangalore, India Northern Trust Corporation Full timeAbout Northern Trust: Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our...