At Amazon, we're committed to maintaining our Day One culture, where innovation thrives and customer satisfaction is paramount. We're seeking passionate individuals to join our Registration and Compliance (R&C) Escalations Team. As the Lead Escalation Specialist, you'll play a pivotal role in driving process improvements and ensuring an unparalleled customer experience.
Key Responsibilities
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Leadership Excellence. Lead and develop a team of escalation specialists across Europe, India, and SJO, fostering a culture of customer obsession and excellence.
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Investigative Expertise. Support the team in conducting thorough escalation investigations, maintaining high-quality standards in findings, root cause analyses, and recommendations.
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Strategic Insight. Collaborate with executives and stakeholders to provide narrative write-ups and deep-dive reports, offering valuable insights and recommendations for improvement.
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Performance Optimization. Establish and track critical KPIs and escalation mechanisms, driving data-driven insights to enhance customer experiences and reduce escalations.
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Cross-Functional Collaboration. Work closely with operations, product, and quality transformation teams to establish feedback loops, drive improvement initiatives, and enhance the seller experience.
Basic Qualifications
- Bachelor’s degree or equivalent
- 3+ years of incident/event management experience for critical services
- 2+ years of people management experience
- Extensive industry experience in operations, risk, fraud investigations, or compliance
- Project/program management experience
- Excellent English written and verbal communication skills
Preferred Qualifications
- Six Sigma, Lean, green belt certified or equivalent experience
- Advanced qualifications such as an MBA
- Knowledge of ITIL/Lean Processes
- Understanding of Registration and compliance workflows
A Day in the Life
Your day will involve providing leadership and guidance to your team, managing escalation specialists to achieve program goals, and collaborating with various stakeholders to drive metrics and projects focused on escalations reduction and seller experience improvement.
Join us at Amazon and be a part of our mission to become the most customer-centric company on earth. Apply now and make history with us.