Amazon's Perfect Order Experience team works to ensure that buyers receive authentic products in the condition and with the functionality they are expecting. We design and implement policies, tools, and technology innovations to protect the buying experience on Amazon. Our team is looking for a Manager to design, build, implement, and sustain a workforce that will make smart and consequential decisions to help ensure our Customers’ perfect order experience.
The Manager for Incident Management will establish new and steer existing teams of incident managers and specialists that are tasked with evaluating risks to the perfect order experience on Amazon. An ideal candidate will have a demonstrated record of success in managing teams, setting strategic vision for teams, and leading changes in processes and procedures to adjust to emerging trends and needs. The Manager for Incident Management should be skilled in setting metrics to measure and analyze team member output and leveraging results to adjust and improve team deliverables. This individual should be someone who earns trust, builds consensus, functions well in ambiguity and fast-paced environments, and is a skilled writer and overall communicator.
Manager, for Incident Management will be responsible for:
· Steering teams of specialists responsible for identifying and mitigating threats to a Customer’s perfect order experience. · Developing the goals and objectives for teams of incident managers and specialists tasked to take on complex high judgment decisions. · Assisting in hiring and developing the best. · Analyzing emerging trends to improve processes, products, and services of these teams. · Conducting learning needs assessments for teams and identifying requirements and designing training curriculum and course content based on requirements. · Planning instructional strategies such as lectures, demonstrations, interactive exercises, and web-based courses to improve team performance and development. · Managing the indexing, cataloguing, storage, and access of organizational knowledge.
· Experience implementing repeatable processes and driving automation or standardization · 5+ years of experience in program or project management · A Bachelor’s degree or higher · Experience owning program strategy and end to end delivery · Experience defining and executing against program requirements Basic Qualifications: · 1-3 years of experience leading teams. · 6+ years of experience in investigations, risk management, incident or crisis management, program management, or escalation management. · 5+ years of experience working in industries such as law, policy, compliance,, risk management, or related fields. · A proven track record of successfully delivering initiatives from conception through completion within scope, time, and high quality · Experience preparing reports that identify findings and provide recommended remediation strategies and solutions. · Excellent written and verbal communication skills with the ability to present information clearly and concisely to a variety of audiences · Ability to think critically and drive improvements · Ability to identify, mitigate, and manage business risks in a dynamic, fast-paced environment. · Strong attention to detail · Ability to work autonomously, balance multiple priorities, appropriately triage, and operate in ambiguity · Ability to think analytically and derive insights from a variety of sources, and leveraging those insights to make informed decisions
Internal Number: 1485825
Customer Trust & Partner Support focuses on creating a trustworthy shopping experience by protecting customers, brands, selling partners and Amazon from fraud and abuse and on providing world-class support for Amazon’s selling partners. We have a global team of machine learning scientists, software developers, product managers, associates and investigators that owns this mission across Amazon’s stores worldwide.