Job ID: 2796251 | Amazon.com Services LLC
Amazon's Perfect Order Experience team works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our greatest challenge is protecting buyer trust without unjustly harming good selling partners. To strike the right balance, we invest in mechanisms which allow us to accurately identify and mitigate risk, and to quickly correct and learn from our mistakes. This strategy includes continuously evolving enforcement policies, iterating our Machine Learning risk models, and exercising high‐judgement decision‐making where we cannot apply automation.
We are looking for a Risk Manager with a passion for data and delivering results to discover and solve negative customer experiences. You will enjoy working with one of the richest data sets in the world, uncovering customer issues and developing innovative solutions while working across various teams within Amazon. You will possess the ability to see your insights drive the creation of real tools and features for our customers and thousands of merchants participating in our Marketplace on a regular basis.
The ideal candidate will be an innovative leader who obsesses over customers and empathizes with their pain of receiving sub-optimal products. They will be energized by working with cross-functional teams and have a proven track record of succeeding in ambiguous situations. They will be comfortable with visualizing data and conceptualizing programs with a sharp focus on business outcomes. They will use data to guide decisions and prioritization, and will deliver results that help customers and sellers. They will have a track record of working across policy, legal, product, engineering, data science, and operations teams to deliver successful program launches.
Key job responsibilities
This Risk Manager can expect to:
- Understand customer concerns and develop a good understanding of returns due to issues related to product quality.
- Define roadmaps to achieve business goals, which includes solving for key drivers of customer issues and designing solutions that eliminate issues.
- Design, develop, and deploy programs in partnership with product, engineering, policy, and science teams.
- Work with business stakeholders and tech teams to define needs, build solutions, and measure results.
- Clarify and drive short-term and long-term project priorities and commitments, as well as establish and maintain clear chains of project and program management and accountability.
- Lead and manage day-to-day program requirements with operations teams and program and product managers.
- Plan and conduct product/business reviews and reporting, including program flashes, budgeting, ops optimization.
- Report on key metrics and performance indicators to measure overall program and product performance and provide a foundation for continuous improvement.
About the team
Here at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
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.
- Experience with SQL and Excel.
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.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Posted: May 22, 2024
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