Escalations Manager, Trust

5 months ago

Bengaluru, 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 holding key impact on improving our customer's experience and protecting the PV brand? We are seeking an innovative and analytical Risk Manager to support the Prime Video Trust & Safety Operations to define and manage metrics, create regulatory content compliance processes, build mechanisms across Operations, Policy, and Business, and reduce risk across current processes. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children.
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

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