Job Description

DESCRIPTION Job summary ABOUT THE TEAM: Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, cou DESCRIPTION Job summary ABOUT THE TEAM: Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world-class support, and building loyalty with Amazon\'s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon\'s mission of being Earth\'s most customer-centric company. The Selling Partner Trust, Abuse, Risk and Reviews (STAR) team focuses on building and maintaining selling partner trust, preventing multiple forms of seller and vendor abuse, and reinforcing customer trust in our store. STAR addresses risk from Selling Partner accounts across three areas: (A) Preventing bad actors from creating or compromising Selling Partner accounts, (B) Preventing bad listings, reviews and other community content, and (C) Ensuring a perfect order experience, including preventing the sale of inauthentic, expired or used products sold as new, and quickly making things right for customers if they don\'t receive an authentic product in the condition they expect. The STAR team enforces Amazon\'s selling and listing policies regardless of whether they are acting alone, or in collusion with others. The team also creates a trustworthy selling experience to ensure that Selling Partners perceive Amazon as the safest and most effective store in which to sell their products worldwide. Finally, STAR partners with all CTPS teams to audit and ensure accuracy in our enforcement actions. We are looking for an Incident Manager to join a newly formed Incident Management team within Community Trust. Have you ever purchased a product on Amazon without checking the product\'s star rating and customer reviews Every day, millions of Amazon customers read Customer Reviews to decide whether to buy a product. If you are interested in protecting the integrity of one of the top factors that influence Customers\' purchase decisions, come join the Community Trust team to help prevent abuse in Customer Reviews and Star Ratings. The Community Trust (CT) team within STAR protects Amazon\'s Community features (e.g., Customer Reviews, Questions & Answers) from abuse. This is a strategic area of investment for Amazon and the work we do is of paramount importance in preserving the trust customers have in the Amazon brand. Our environment is fast-paced and highly ambiguous as we continuously work to stay one-step ahead of bad actors and protect customers from their violations. ABOUT THE ROLE: Our team is looking for an Incident Manger to join the Community Trust Incident Management team. This individual will respond to and mitigate critical and high impact global events and escalations. As an Incident Manager, you will be responsible for: . Identifying, managing, and resolving time sensitive escalations. . Performing analysis of data from a variety of sources to identify possible risk indicators. . Performing incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enable expeditious remediation. . Performing escalation trend analysis and reporting. . Performing real-time incident handling tasks to support world-wide operations. . Analyzing escalations from various sources within Amazon, determining possible root causes and identifying preventative actions . Tracking and documenting incidents from initial detection through final resolution. . Writing and publishing techniques, guidance, and reports on incident findings. . Serving as technical expert and liaison to legal personnel and explain incident details . Coordinating with analysts to correlate threat assessment data. . Monitoring external data sources to maintain currency of threat condition and determine which issues may have an impact on CT operations. . Drafting and presenting deep-dive documents and reports on policy and process gaps leading to senior executives. An ideal candidate will be able to: . Exercise strong judgment in areas where policies are not well defined. . Understand the implications of new information for both current and future problem-solving and decision-making. . Consider the relative costs and benefits of potential actions to choose the most appropriate one. . Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action. . Dissect complex problems to develop and evaluate options and implement solutions. . Analyze existing policy and process gaps, and identify solutions to close them. . Function effectively in a dynamic, fast-paced environment. BASIC QUALIFICATIONS Basic Qualifications . Bachelor\'s degree. . 1-3 years of experience managing incidents, escalations, crisis management, risk management, or other relevant experience in a fast-paced environment . Exceptional written and verbal communication skills with demonstrated experience writing for and briefing executive-level stakeholders. . Ability to think critically and logically, with the vision to work both tactically and strategically. . Exceptional bias for action - willing to move quickly and decisively to resolve an incident. . Demonstrated problem solving and decision-making skills. PREFERRED QUALIFICATIONS Preferred Qualifications . Advanced degree in related discipline (e.g JD, MBA, MA, Public Policy) . 3-5 years of experience managing incidents, escalations, crisis management, risk management, or other relevant experience in a fast-paced environment . 1-3 years of experience working in industries such as law, IP protection, fraud, compliance, or related fields . 2+ years working cross functionally with tech and non-tech teams . Familiarity with multiple analytic tools, databases, and techniques. . Knowledge of multiple search engines and tools in conducting open-source searches. . A proven track record of successfully delivering initiatives from conception through completion. 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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