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Amazon • Hyderabad, Telangana, India
Role & seniority: Manager, Risk Mitigation, Escalation Reduction & Quality Assurance (REs-Q); leads a team handling VP/SVP/CEO-level escalations across FnAP, CR, POE, and MPE vectors.
Stack/tools: Focus on automation, analytics, and root-cause analysis; emphasizes leveraging technology to drive process improvements and develop scalable investigation frameworks.
Lead a 7-person team and manage 300+ high-priority cases annually, overseeing $1.1B in listings and serving 220,000+ customers/brands; maintain >99% accuracy within 14-/21-day SLAs.
Serve as domain expert for complex fraud/abuse patterns; coordinate cross-functional investigations (Policy, Legal, Operations, Product, business units) and executive escalation responses.
Drive strategic planning, program reviews, and continuous improvement (kaizens); mentor staff, allocate resources, and report progress to L8–L10 leadership.
7+ years in workplace risk investigations
Experience managing direct reports
Experience leveraging technology to drive process improvements
Bachelor's degree or equivalent
7+ years in customer-facing environment
Professional credentials (CPA, CMA, CISA, CIA) or equivalent
Lean Six Sigma Green/Black Belt
Master’s degree or equivalent
Location & work type: Not specified in the provided text.
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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