410 Escalation Management Jobs

Have you ever thought about what it takes to detect and prevent abusive activity among hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions?

Our mission in Abuse Risk Mining is to make Amazon.com the safest place to transact online and prevent all kind of monitory loss to the company through invalid concessions. Abuse Risk Mining safeguards every financial transaction across all Amazon sites, while striving to ensure that these efforts are transparent to our legitimate customers. As such, ARM builds the operational processes that minimize risk and loss, and maximize trust in Amazon.com.

The ARM Operations team is the group within Buyer Abuse that goes beyond core operations to identify live abuse patterns in the abuse space while working closely with the Analytics and Machine Learning teams to ensure seamless resolution to difficult & complex cases with similar pattern across Amazon. This team requires high bias for action and deep dive skills as identifying and prioritizing large set of data is required with high accuracy to utilize the bandwidth efficiently.

The team has an ability to dynamically change the goals mid-way basis the changes noticed in different stores, abuse patterns, attacks etc. ARM plays a critical role in reducing bad debt and providing operational insights into bad debt drivers through clustered investigations and reviews of abusive activity at scale. ARM Investigators are deeply knowledgeable of abuse indicators, the platforms and tools required to initiate decisions in bulk. ARM is seeking committed & results-oriented candidates with a proven track record to join Abuse org.

Candidates will be responsible for a wide range of duties related to investigation and elimination of online e-commerce abuse in bulk. The ARM position relies on analytical and critical thinking and problem-solving skills including the ability to recommend solutions in an ambiguous & ever-challenging environment.

Key job responsibilities
1. Scope and Influence
a. Mine large data sets and convert investigations into allegations of organized abuse on the Amazon website.
b. Investigate suspicious orders as well as selling and buying behavior that could pose a risk to Amazon
c. Consistently achieve/exceed weekly targets and quality standards for investigations to reduce the abuse bps and recommend policy changes by identifying new abuse types and identifying existing abuse patterns
d. Minimize Customers loss and monitory loss to Amazon through invalid concessions
e. Works on projects that design/improve tools or processes by testing and/or develops recommendations for management
f. Influences processes, project plans, and stakeholder interactions

2. Process Improvement
a. Use a combination of manual and automated tools to obtain information & report bugs
b. Focus toward improving customer experience and contributing toward Analytics and ML team goals
c. Take appropriate action to identify and help minimize the risk posed by abuse patterns, trends and evolution of known MOs from manual and bulk environment
d. Identify opportunities and contribute solutions for continuous improvement of investigations
e. Defines requirements, facilitates progress, identifies blockers, and increases the visibility of issues.

3. Execution and Communication
a. Coordinates the delivery of straight forward risk projects/goals.
b. Participates in deep dives and/or escalations
c. Drives risk mitigation through identification of abusive patterns.
d. Will provide inputs to Improve the quality for new batch hires and existing team through mentoring and quality audits
e. Communicates effectively both in verbal and written form on all investigative matters
f. Executes on key team priorities and assists teammates with execution
g. Participates in the development internal communication on key process changes for easy percolation to teammates

4. Technical
a. Occasionally Run basic SQL queries
b. 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
c. Will work on multiple internal tools that help during investigations

BASIC QUALIFICATIONS

2+ years of experience in investigations, risk management
- 2+ years of experience in incident or crisis management, program management, or escalation handling
- Demonstrated experience working with cross departmental teams with proven collaboration skills
- Ability to think critically with the vision to work both tactically and strategically.
- Ability to function effectively in a dynamic, fast-paced environment while being organized.
- Experience with Microsoft Excel and SQL

PREFERRED QUALIFICATIONS

• 6+ Months experience in risk/fraud/abuse investigations
  • Bachelors Degree in any quantitative discipline such as Information Systems, Computer Science,
  • Statistics, Operational Research or Engineering
  • Experience in working with databases and SQL in a business environment
  • Prior experience in design and execution of analytical projects
  • Experience in e-commerce / on-line companies in fraud / risk control functions
  • Coding skills in one of the modern languages Java, Python, Scala
  • Experience/knowledge of advanced machine learning techniques such as GBM, random forest
  • Candidate has demonstrated the ability to begin solving complex investigations or escalations by diving deep to get to the root cause post considering all possible scenarios
  • Candidate embodies Amazons Leadership Principles and is a role model amongst their peers
  • Goes above and beyond the standard SOPs & challenges the status quo to improve process and help in concession reduction programs.
  • Is able to critically evaluate and link different non-linear data sets at scale to identify common abusive patterns & challenges the status quo to improve process and help in concession reduction programs.
  • Seeks out opportunities across functions to improve and effectively push process improvements by continuously identifying newer abuse and making dynamic changes to existing SOPs
  • Has a proven record of one or more program improvement task/initiatives driven and closed in existing role