Manager, Risk Mitigation, Escalation Reduction, and Quality Assurance

Role Overview

This position leads a specialized team within Risk Mitigation, Escalation Reduction, and Quality Assurance (REs-Q), handling critical VP, SVP, and CEO-level Executive Escalations (EE) for Amazon's Fraud and Abuse Prevention (FnAP), Community Risk (CR), Perfect Order Experience (POE), and Multi-functional Escalations (MPE) vectors. The team of 7 specialized Risk Managers manages 300+ high-priority cases annually, overseeing $1.1B in listings and serving 220,000 global customers, sellers, and brands. They are expected to maintain >99% accuracy in write-up resolutions within strict 80% 14-day and 21-day SLAs.

Problem Complexity

As the primary domain expert in complex fraud and abuse patterns, this role guides critical investigations that impact the entire organization. Leading cross-functional root cause analysis, the position handles EEs from virtually every business unit, working to maintain store trust and prevent business disruption. Past incidents have demonstrated how unresolved fraud cases can severely impact operations, often requiring direct executive intervention. The role's success depends on coordinating comprehensive responses across multiple teams - including Policy, Legal, Operations, Product, and Business units - to effectively combat emerging fraud patterns.

Scope and Impact

EEs represent one of the most intricate areas of risk management, requiring expert judgment to identify subtle abuse patterns and sophisticated fraud schemes. The Manager, Risk Mitigation, Escalation Reduction, and Quality Assurance ensures quality while addressing emerging threats company-wide. Their strategic decisions directly impact Seller, Customer, and Brand Experience metrics, influencing Amazon's global risk management strategy.

Team & People Management

They lead both EEs and broader REs-Q strategy, providing hands-on mentorship to develop risk managers' technical and analytical capabilities through individualized career development plans. They drive operational planning through MBRs/QBRs, identify key investment areas, prioritize business impact, and negotiate resources with leadership. Monthly program reviews and consolidated reporting to L8-L10 leadership ensure team growth and operational excellence.

Execution & Process Improvement

The role drives 1–3-year strategic initiatives and continuous improvement through kaizens and best practice sharing. The manager develops team capabilities in automation while creating preventative mechanisms based on Root Cause Analysis. Resource allocation is optimized for cost-to-serve metrics and operational efficiency, with team members owning specific process improvements to reduce future escalations.

Communication

The manager presents strategic decisions through compelling narratives to L8-L10 leadership and coaches team members in executive communication, stakeholder management, and influencing without authority. They guide the translation of complex technical findings into clear business impacts and mentor team members in developing investigation frameworks for global adoption, while managing sensitive communications during critical store escalations.

Basic Qualifications

• 7+ years of conducting workplace risk investigations experience
• Experience in conducting workplace risk investigations
• Experience leveraging technology to drive process improvements
• Experience managing direct reports
• Bachelor's degree or equivalent

Preferred Qualifications

• 7+ years of customer-facing environment experience
• CPA, CMA, CISA, CIA or equivalent risk, audit, or compliance credentials
• Lean Six Sigma Green Belt or Black Belt certification
• Experience working in a customer-facing environment
• Master's degree or equivalent

Key skills/competency

• Risk Management
• Fraud Prevention
• Escalation Management
• Quality Assurance
• Root Cause Analysis
• Cross-functional Collaboration
• Team Leadership
• Process Improvement
• Executive Communication
• Strategic Planning