Manager, Global Incident Management

Amazon   •  

Seattle, WA

Industry: e-Commerce


5 - 7 years

Posted 301 days ago

This job is no longer available.

Our team is looking for an Escalations Manager to lead our team responsible for managing critical and high impact global events and escalations. Incident Managers combine a passion for protecting customers with an ability to think quickly and take decisive action. At Amazon, Incident Managers don’t just put out fires – they also own fixing the problems that caused them.

In this position you will:

Manage a team of Incident Mangers responsible for responding to, investigating, managing, and resolving high-impact incidents and escalations around product quality and authenticity (counterfeit, trademark, copyright) issues.
· Supervise drafting and presenting of deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports.
· Analyze existing policy and process gaps, and identify solutions to close them.
· Track and report regularly on team projects designed to improve operational and process efficiency. This will include working extensively with external teams.
· Engage directly with senior leadership to provide updates to critical incidents.
· Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen.
· Use high-level judgment to own our most complex enforcement decisions.


· At least 5 years of experience working in relevant industries such as law, IP protection, customer service, investigations, etc.
· Experienced people manager.
· Bachelor's degree.


· Intensely customer-focused, with passion for protecting customers from bad actors.
· Exceptional bias for action – willing to move quickly and decisively to resolve an incident.
· Strong critical thinker with the vision to work both tactically and strategically.
· Exceptional verbal and written communication skills.
· A proven track record of successfully delivering initiatives from conception through completion.
· Experience with abuse, risk management, intellectual property, compliance, or similar product initiatives preferred.
· Advanced degree.

Job ID: 616809