The Senior Manager, Incident and Crisis Operations (Watch Commander), is a critical leadership position overseeing 24/7 global operations at Amazon's Global Security Operations Center (GSOC), supporting Amazon's Worldwide Operations. This role takes managerial ownership of operational continuity, crisis response, and data-driven decision-making across a multi-disciplined team of 50+ professionals including Security Operations Managers, Security Area Managers, and Crisis Specialists. The Watch Commander is responsible for ensuring performance Service Level Agreements (SLAs) are met, customer responses are appropriate according to policies and procedures, and the continuous development and motivation of a high-performing team. The role manages high-stakes incident response and crisis management with significant impact on life safety, operations, and brand reputation.
The Watch Commander must navigate global operations across diverse regulatory environments and cultural nuances, make critical decisions under pressure-often with incomplete information-and coordinate cross-functional leadership across multiple VP-level organizations. This leader shapes organizational structures, defines risk strategies, and influences enterprise-wide security programs while adapting to Amazon's rapid growth and evolving technological landscape.
Key job responsibilities
- Operate autonomously and use discretion when handling sensitive and critical information
- Apply sound business principles to identify barriers and initiate resolution actions
- Work across multiple organizations to resolve escalations with undefined problems, solutions, and risk strategies
- Work independently with limited guidance while actively mentoring and developing the team
- Own a complex risk intake process
- Participate in and influence internal processes to unblock teams and increase delivery speed
- Communicate and escalate effectively to senior leadership teams
- Identify a path forward in complex situations
- Identify opportunities that drive efficiencies while creating predictable controls and process paths
A day in the life
The Watch Commander must navigate global operations across diverse regulatory environments and cultural nuances, make critical decisions under pressure-often with incomplete information-and coordinate cross-functional leadership across multiple VP-level organizations. This leader shapes organizational structures, defines risk strategies, and influences enterprise-wide security programs while adapting to Amazon's rapid growth and evolving technological landscape.
About the team
The Global Security Operations Center (GSOC) supports the WWOS mission by providing 24/7/365 services to Amazon's Worldwide Operations. The GSOC provides support and timely notification to global partners regarding critical incidents that have impacted, or have the potential to impact, Life-Safety, Operations, and/or the Amazon Brand. We are Amazon's central location for critical incident management supporting worldwide operations, as well as affiliate and retail businesses. The GSOC operates across multiple global sites with coverage in 14+ languages, managing a team of Security Operations Managers, Security Area Managers, and Crisis Specialists. We are looking for an agile, adaptive, and detail-oriented leader to oversee a diverse, multi-disciplined team.
BASIC QUALIFICATIONS
- 10+ years of risk management, audit, legal, compliance or related field work including engaging with external stakeholders experience
- 7+ years of team management with 5 or more direct reports experience
- Experience in risk management, audit, legal, compliance or a related field including engaging with external stakeholders
- Experience in team management with 5 or more direct reports
- Experience implementing lean principles and process improvement in an operational environment
- Experience working within a global company, with multi-country responsibilities
- Bachelor's degree or equivalent
PREFERRED QUALIFICATIONS
- CAMS Certification or other compliance certification such as CRCM or CRP
- Knowledge of Lean Six Sigma and process improvement methodologies
- Knowledge of International Organization for Standardization (ISO), International Electrotechnical Commission (IEC), or regulatory requirements or standards
- Experience with audit or risk program design, control environment process documentation, and control mapping
- Master's degree or equivalent
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, AZ, Goodyear - 158,600.00 - 214,500.00 USD annually
