.This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION: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 Registration and Compliance (R&C; ) Escalations Team.In this role you will be a part of the R&C; Shared Services (SS) organisation, and will be leading our escalations team.The Escalation Manager sets the vision, direction, and culture of their team by driving process improvement, motivating a team of exceptionally driven, customer-obsessed Escalations Specialists, while maintaining singular focus on ensuring and improving a world-class customer experience. This position requires the ability to facilitate and execute quality executive write-ups as well as the ability to take key business decisions, working backwards from our customers and business goals.Key job responsibilities:Successful leadership and development of a team of executive escalation specialists and managers based in Europe, India, and San Jose.Manage individual and team performance expectations and goals, maintaining service levels, and holding the team accountable to meet and exceed performance targets.Support your team in conducting highly sensitive Escalation investigations, ensuring high-quality standards for non-compliance findings, root cause analysis, and corrective and preventative recommendations.Support in narrative write-ups requested by executives and stakeholders.Lead continuous improvement projects, and drive standardization in procedure across geographies and organizations, collaborating with key partners.Lead performance and business reviews for the escalations program.A day in the life:The primary role of this position is to provide leadership and guidance to the teams under supervision, manage front line managers and escalation specialists to achieve the program goals, while working closely with Global Process Owners (GPOs), Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.BASIC QUALIFICATIONS:Bachelor's degree or equivalent.Extensive relevant industry experience (5+ years) across operations, risk, fraud investigations, and/or compliance.2+ years of supervisory experience.Project management experience.Advanced working knowledge of MS Office (esp. MS Excel, Word).English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business.Analytical aptitude, including the ability to mine and analyze large, complex data sets
