Risk Manager III, REs-Q - Risk Mitigation, Escalation Reduction, and Quality Assurance
Amazon•Bangalore Urban, Karnataka, India
fulltime
Project Management, Management, and Product Management
4+ years
Description Role Overview & Scope: As a Risk Manager III within Risk Mitigation, Escalation Reduction, and Quality Assurance (REs-Q) team, this position serves as an individual contributor managing high severity executive escalations (EE) across Amazon. They have knowledge across multiple abuse verticals like Brand Protection, Regulatory Intelligence, Safety and Compliance, Intellectual Property, Catalog Abuse, Sales Prevention, Financial Risk, Identity Verification etc. They handle ~300 EEs annually, maintain >98% investigation accuracy and close-loop root cause analysis (RCA) on EE cases within 14-calander day and 21-calander day SLAs for CEO/SVP and VP-level cases respectively, while managing a 30% YOY increase in case volume.
Core Investigation Responsibilities: The role conducts investigations across buyer-seller-brand interactions, performing RCA to identify defect drivers of seller fraud and abuse. Each investigation requires examining failure points across Amazon's programs, policies, and systems, as there is often no standard process for new abuse patterns. Success demands connecting separate data points, finding system weaknesses, and tracking issues to their original sources. Investigations examine evidence across account connections, policy compliance, cross-store behavior, financial transactions, customer trust indicators to differentiate between intentional violators, repeat offenders, or legitimate sellers making mistakes. They coordinate with Policy, Legal, Operations, Product, and Business teams to develop comprehensive solutions while maintaining investigation accuracy within strict SLAs.
Strategic Leadership & Influence: This role requires influence across organizational levels without direct authority, with a particular focus on facilitating decision-making among senior leadership. They must have the ability to convene and align L7/L8 leaders across multiple organizations, skillfully navigating competing priorities and ownership conflicts. The role regularly transforms complex data and seller feedback into compelling business cases that guide investment decisions and program direction on root causes and preventatives, while facilitating high-stakes discussions that resolve cross-organizational barriers.
Team Development & Knowledge Management: While not managing direct reports, they contribute towards developing investigation and RCA best practices that scale across Risk Managers globally. They actively participate in hiring loops, provide peer feedback, and lead mentoring and upskilling initiatives to build organizational capability. While they primarily manage SVP/CEO escalations, they also act as peer reviews and approvers of VP level escalations owned by L5 Risk Managers within the team. They are accountable for effectively sharing knowledge and enabling consistent application of best practices.
Innovation & Process Improvement: Through analysis of emerging risk and ongoing fraud, they develop scalable preventative solutions that eventually contribute towards driving down repeat issues, improving abuse detection accuracy, and enhancing standard path efficiencies. They are expected to actively pilot Gen-AI applications or process improvement mechanisms to streamline investigation workflows and RCA playbooks that scale globally.
Strategic Program Management & Governance: As a RM III handling executive escalations, they oversee complex cross-functional investigation programs addressing critical trust and safety issues escalated to senior leadership. They contribute to executive-level narratives focused on escalation management while driving risk reduction through pattern identification and preventative strategies. They implement investigation controls and quality audits globally, influence resource allocation for growing case volumes, and balance customer trust with business growth. Working closely with legal/policy owners, they interpret policies for precedent-setting cases and represent the program to internal and external stakeholders. They streamline investigation workflows while maintaining accuracy and SLA compliance, develop decisioning frameworks for complex cases, and create scalable investigation playbooks. Their insights from EE trends inform policy revisions and drive recalibration of risk tolerance.
Impact and Success: Success depends on the ability to analyze and articulate which root causes are prominent and what preventatives will drive the highest impact, effectively influencing leadership to invest in critical solutions. Through this approach and strong cross-functional partnerships, they annually identify and remove 5,000+ policy violators, rehabilitate 500+ high value sellers, and establish 300+ of preventative measures. Success in this role demands not only analytical rigor and strategic prioritization skills but also the ability to influence key decision-makers through compelling, data-driven narratives.
Development & Communication Excellence: The role requires writing clear and compelling narratives (including 6-pagers, PR/FAQ, reporting) and presenting effectively to directors and VPs. They must deliver the right outcomes with limited guidance and build consensus when confronted with discordant views. Additionally, they actively participate in hiring processes, mentor others in the organization, provide constructive peer feedback, and conduct promotion assessments for lower-level RMs, continuously improving others' skills and ability to execute effectively.
Basic Qualifications
Preferred Qualifications
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Company - ADCI - Karnataka - A66
Job ID: A3156879