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Amazon • Hyderabad, Telangana, India
Role & seniority: Senior manager leading REs-Q (Risk Mitigation, Escalation Reduction, Quality Assurance) with oversight of VP–CEO level escalations across FnAP, CR, POE, MPE; manages a team of 7 risk managers.
Stack/tools: Risk investigations; data-driven process improvement; automation initiatives; root-cause analysis; executive communications; cross-functional governance (Policy, Legal, Operations, Product, business units); MBRs/QBRs.
Lead complex executive escalations and cross-functional investigations impacting global risk posture and store trust.
Manage and develop the REs-Q team, set strategy, mentor talent, and align resources with business impact; report to L8–L10 leadership.
Drive 1–3 year initiatives and continuous improvement (kaizens, automation, RCA-based preventative measures) to reduce future escalations and optimize cost-to-serve.
7+ years in workplace risk investigations or equivalent
Experience guiding investigations with technology-enabled process improvements
Experience managing direct reports
Bachelor’s degree (or equivalent)
Customer-facing environment experience (7+ years)
CPA, CMA, CISA, CIA or equivalent risk/audit/compliance credentials
Lean Six Sigma Green/Black Belt
Master’s degree or equivalent
Location & work type: Location not specified; full-time role.
Role Overview: This position leads a specialized team within Risk Mitigation, Escalation Reduction, and Quality Assurance (REs-Q), handling critical VP, SVP, and CEO-level Executive Escalations (EE) for Amazon's Fraud and Abuse Prevention (FnAP), Community Risk (CR), Perfect Order Experience (POE), and Muti-functional Escalations (MPE) vectors. Their team of 7 specialized Risk Managers manages 300+ high-priority cases annually, overseeing $1.1B in listings and serving 220,000 global customers, sellers, and brands. They are expected to maintain
99% accuracy in write-up resolutions within strict 80% 14-day and 21-day SLAs.
Basic Qualifications: - 7+ years of conducting workplace risk investigations experience
Experience in conducting workplace risk investigations
Experience leveraging technology to drive process improvements
Experience managing direct reports
Bachelor's degree or equivalent Preferred Qualifications: - 7+ years of
customer-facing environment experience
CPA, CMA, CISA, CIA or equivalent risk, audit, or compliance credentials
Lean Six Sigma Green Belt or Black Belt certification
Experience working in a customer-facing environment
Master's degree or equivalent
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