Amazon - Manager - Escalations Process (4-8 yrs)

Escalations Process Manager

Escalations Process Mgr, Escalations

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 Amazon's Escalation Team.

In this role you will be part of the R&C Shared Services team, responsible for resolving Executive and Legal escalations, supporting new launches, gathering information for process improvements across multiple functions for all our worldwide regions and employees

Key job responsibilities:

- Supporting Stakeholders with both Legal and Executive escalations

- Partner with Country POCs to drive Registration and Verification experience initiatives

- Respond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience.

- Process Improvements: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work.

- Partner with leadership and stakeholders across operations, technology, and product teams to ensure quick customer resolution on high priority escalations from Senior Vice Presidents (SVP) and Chief Executive Officers (CEO).

- Conduct deep dive analysis to identify root causes of issues, brainstorm short and long-term solutions, lead stakeholder meetings to prioritize and align on implementation timelines, and finalize RCA (root cause analysis) write-ups, and corrective and preventive actions for SVP and CEO escalations.

- Perform impact analysis on identified preventatives and collaborate with product, technology, and operations teams to present solution documents.

- Provide guidance, support, mentoring, and training to team members as needed to help them develop their skills and knowledge

A day in the life:

- Individual will be accountable for responding and solving executive, legal, PR and regulatory escalations within a defined SLA as per target.

- Individual should demonstrate good functional skills and the ability to work independently while using departmental resources, policies and procedures.

- Maintains a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues.

About the team:

- The R&C escalations team is part of the wider Customer Trust and Partner Support (CTPS) vertical.

- The primary function of this escalations team is to own the end-to-end resolution of escalations pertaining to the registration and verification process that have been escalated to, or by, senior leadership (Senior leaders Amazonians and above).

- We provide detailed write-ups where required within an SLA of 10 business days.

- We strive to salvage the customer experience by working quickly to rectify mistakes that have been made in the past and seek to find effective, scalable solutions to prevent similar issues from arising among the general seller population.

- We work closely with our colleagues in Executive Seller Relations, Program team, APE and APUK Compliance and SPIM to identify common issues, bridge gaps and close incomplete channels, with the ultimate aim of enhancing customer experience.

Basic qualifications:

- 4+ years of Compliance Program Management, Legal, Governance, Audit, Risk/loss Prevention, or Equivalent Experience

- Bachelor's degree or equivalent

- Experience handling confidential information

Preferred qualifications:

- 3+ years of program requirements definition and data and metrics leveraging to drive improvements experience

- Professional auditing qualification, or similar risk or compliance credentials

- Experience with SQL and Excel