Risk Manager for Global Escalations

3 weeks ago


Bengaluru, Karnataka, India ADCI - Karnataka Full time
About the Job

The Global Escalations Management Program is a part of Prime Video - Trust and Safety (T&S). As a Risk Manager for Global Escalations, you will support the growth of Prime Video's Trust and Safety operations on a global scale. You will oversee the intake, triage, and resolution of regulatory issues, policy concerns, and customer complaints from around the world.

Key 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.

About the Team

The Trust and Safety team at Prime Video is responsible for maintaining customer trust on the platform by ensuring a safe and compliant viewing experience across over 240 territories. The team manages five key programs: Global Content Policy, Regulatory Content Compliance, Maturity Rating and Content Descriptors, Kids Experience, and Copyright Protection and Account Enforcement.

This is an opportunity to transform reactive management into a proactive risk prevention program through vision implementation and hands-on management skills. As a Risk Manager for Global Escalations, you will have a 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

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