Description
This position leads a specialized charter 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 Multi-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.
Problem Complexity
As the primary domain expert in complex fraud and abuse patterns, this role guides critical investigations that impact the entire organization. Leading cross-functional root cause analysis, the position handles EEs from virtually every business unit, working to maintain store trust and prevent business disruption.
Scope and Impact
EEs represent one of the most intricate areas of risk management, requiring expert judgment to identify subtle abuse patterns and sophisticated fraud schemes. The manager ensures quality, while addressing emerging threats company-wide. Their strategic decisions directly impact Seller, Customer, and Brand Experience metrics, influencing Amazon's global risk management strategy.
Team & People Management
They lead both EEs and broader REs-Q strategy, providing hands-on mentorship to develop risk managers' technical and analytical capabilities through individualized career development plans. They drive operational planning through MBRs/QBRs, identify key investment areas, prioritize business impact, and negotiate resources with leadership.
Execution & Process Improvement
The role drives 1–3-year strategic initiatives and continuous improvement through kaizens and best practice sharing. The manager develops team capabilities in automation while creating preventative mechanisms based on Root Cause Analysis.
Communication
The manager presents strategic decisions through compelling narratives to L8-L10 leadership and coaches team members in executive communication, stakeholder management, and influencing without authority.