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Amazon - Manager - Escalations Process (4-8 yrs)
Amazon
posted 1mon ago
Flexible timing
Key skills for the job
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.
- 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
Functional Areas: Other
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Amazon being one FAANG companies, gives your CV an immense boost. Also, there are enough opportunities to move within the organisation.
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