Senior Risk Manager - Customer Service , Customer Service

Join Amazon's elite Risk Mitigation team to shape the future of privacy, risk, and compliance! Drive impactful projects that safeguard our reputation and ensure regulatory excellence.

Our mission is to provide assurance to Customer Service (CS) leadership that compliance and reputational risks are exposed and mitigated. We champion a systemic culture of compliance across Amazon by building mechanisms to validate that processes and controls have been established to exceed customer expectations and meet our employment, privacy, and regulatory obligations.

Key job responsibilities

1. Project Leadership: Lead and manage privacy, risk, and compliance projects, ensuring timely and effective delivery.
2. Risk Assessment: Identify, assess, and prioritize potential risks across the organization.
3. Mitigation Strategies: Develop and implement comprehensive risk management strategies to mitigate identified risks.
4. Regulatory Compliance: Ensure compliance with all relevant privacy, employment, and regulatory requirements, both domestic and international.
5. Process Validation: Build and validate mechanisms to ensure processes and controls exceed customer expectations and regulatory obligations.
6. Monitoring and Reporting: Continuously monitor risk management activities and report on their effectiveness to senior leadership.
7. Stakeholder Collaboration: Collaborate with cross-functional teams, including Legal, Tech, HR, and Operations, to integrate risk management practices.
8. Training and Guidance: Provide training, support, and guidance to employees on risk management best practices and compliance requirements.
9. Culture of Compliance: Champion and promote a systemic culture of compliance and ethical behavior throughout the organization.
10. Continuous Improvement: Stay updated on industry trends, regulatory changes, and best practices to continuously improve risk management strategies, Customer Experience and related processes.

A day in the life

You'll start the day by engaging with our team via our Slack and Chime channels, then reviewing our team intake for new support requests as well as assessing our privacy dashboards and identifying potential risks you will need to chase down. You'll attend various cross-functional meetings to discuss ongoing privacy and risk projects and initiatives with leaders from CS, Legal, Privacy and more. You'll prepare various detailed reports and write-ups on your risk management activities and write your own narrative on initiatives you would like us to go after.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

BASIC QUALIFICATIONS

1. Bachelor's degree or equivalent
2. Program Management or Project Management Experience
3. Experience in compliance, audit or risk management
4. Knowledge of Microsoft Office products and applications at an advanced level
5. Experience in driving customer experience and implementing standards, policies and driving large-scale programs within Customer Service

PREFERRED QUALIFICATIONS

1. Project Management Professional (PMP) or equivalent certification
2. Experience leveraging technology and implementing lean principles / Six Sigma methodologies to drive process improvements or equivalent
3. Master's degree or equivalent
4. Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

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 our accommodations page.