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Risk Manager II, RISC - Escalations
Sao Paulo, Sao Paulo, BRA
full-timeInvestigation & Loss PreventionJob Description
The Regulatory Intelligence, Safety and Compliance (RISC) team's charter is to protect Amazon customers from products that are illegal, illegally marketed, unsafe, or otherwise prohibited by Amazon policies. In this role, you will be part of our escalation team, solving cross-functional high-visibility issues impacting our customers and business. You will coordinate across multiple verticals to not only mitigate immediate risks, but also to identify and drive systemic improvements to scale our impact. This role combines fast-paced action with in-depth analysis and opportunities to think big.
Key job responsibilities
Manage end-to-end escalation lifecycle including intake, deep dive, issue resolution, root cause analysis, identification and implementation of preventative actions, and summarizing outcomes.
Engage stakeholders (such as Legal, Tech, Ops, etc) to collaborate on escalations and align on escalation frameworks.
Develop and implement key process governance mechanisms.
Analyze data to identify trends and actionable learnings across escalations in order to define and implement systemic program and technical solutions.
Present learnings and recommendations to senior leadership.
A day in the life
On a typical day you will work to mitigate high visibility issues, using strong judgement to take quick actions, and coordinating responses across key stakeholders. You will lead analysis sessions across subject matter experts to uncover systemic root causes in response to high impact incidents. You will draft documents for executive leadership summarizing escalation outcomes and learnings. You will also drive projects to enhance and scale our escalation programs, including seeking out and onboarding automation and tooling, developing KPIs, standardizing and optimizing workflows, etc.
Key job responsibilities
Manage end-to-end escalation lifecycle including intake, deep dive, issue resolution, root cause analysis, identification and implementation of preventative actions, and summarizing outcomes.
Engage stakeholders (such as Legal, Tech, Ops, etc) to collaborate on escalations and align on escalation frameworks.
Develop and implement key process governance mechanisms.
Analyze data to identify trends and actionable learnings across escalations in order to define and implement systemic program and technical solutions.
Present learnings and recommendations to senior leadership.
A day in the life
On a typical day you will work to mitigate high visibility issues, using strong judgement to take quick actions, and coordinating responses across key stakeholders. You will lead analysis sessions across subject matter experts to uncover systemic root causes in response to high impact incidents. You will draft documents for executive leadership summarizing escalation outcomes and learnings. You will also drive projects to enhance and scale our escalation programs, including seeking out and onboarding automation and tooling, developing KPIs, standardizing and optimizing workflows, etc.