Manager - Escalations Registration Compliance
Manager - Escalations Registration Compliance
Posted on :
18-04-2025
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1 Vacancy
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Job Description
At Amazon we believe that every day is still day one.
We are working to be the most customercentric company on earth. To get there we need exceptionally talented bright and driven people. If you are considering taking your career to the next level and would like to work in a fastpaced innovative environment this is your chance to make history by joining Registration and Compliance Escalations Support (RCES) Team.
In this role you will be a part of the RCES team and will be our leading our escalations team for specific functions.
Escalation Manager sets the vision direction and culture of their team by driving process improvement motivating a team of exceptionally driven customerobsessed Escalations Specialists while maintaining singular focus on ensuring and improving a worldclass customer experience. This position requires ability to facilitate and execute quality executive write ups as well as the ability to take key business decisions working backwards from our customers and business goals.
Key job responsibilities
Successful leadership and development of a team of executive escalation specialists and managers based in Europe India and San Jose
Manage individual and team performance expectations and goals maintaining service levels and holding his/her team/s accountable to meet and exceed performance targets.
Support your team in conducting highly sensitive Escalation investigations ensuring high quality standards for noncompliance findings root cause analysis and corrective and preventative recommendations
Support in narrative write ups requested by executives and stakeholders
Lead continuous improvement projects and drive standardisation in procedure across geographies and organisations collaborating with key partners
Leading performance and business reviews for the escalations program
A day in the life
The primary role of this position is to provide leadership and guidance to the teams under supervision manage front line managers and escalation specialists to achieve the program goals while working closely with Global Process Owners (GPOs) Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.
About the team
RCES teams scope encompasses multiple verification compliance and Regulatory programs. Through close partnership with product tech and operations teams RCES provides comprehensive resolution on escalations while conducting detailed Root Cause Analysis (RCA) where required. Beyond immediate issue resolution through Close Loop Mechanism (CLM) program RCES plays a crucial role in improving the selling partner experience by identifying process gaps and developing and tracking effective scalable solutions to prevent similar issues from arising in the future.
Bachelors degree or equivalent
Extensive relevant industry experience 5 years) across operations risk fraud investigations and/or compliance etc.
2 years of supervisory experience
Project management experience
Advanced working knowledge of MS Office (esp. MS Excel Word)
English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business
Analytical aptitude including the ability to mine and analyse large complex data sets
Six Sigma Lean green belt certified or equivalent working experience.
Advanced qualifications such as MBA would be advantageous
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
We are working to be the most customercentric company on earth. To get there we need exceptionally talented bright and driven people. If you are considering taking your career to the next level and would like to work in a fastpaced innovative environment this is your chance to make history by joining Registration and Compliance Escalations Support (RCES) Team.
In this role you will be a part of the RCES team and will be our leading our escalations team for specific functions.
Escalation Manager sets the vision direction and culture of their team by driving process improvement motivating a team of exceptionally driven customerobsessed Escalations Specialists while maintaining singular focus on ensuring and improving a worldclass customer experience. This position requires ability to facilitate and execute quality executive write ups as well as the ability to take key business decisions working backwards from our customers and business goals.
Key job responsibilities
Successful leadership and development of a team of executive escalation specialists and managers based in Europe India and San Jose
Manage individual and team performance expectations and goals maintaining service levels and holding his/her team/s accountable to meet and exceed performance targets.
Support your team in conducting highly sensitive Escalation investigations ensuring high quality standards for noncompliance findings root cause analysis and corrective and preventative recommendations
Support in narrative write ups requested by executives and stakeholders
Lead continuous improvement projects and drive standardisation in procedure across geographies and organisations collaborating with key partners
Leading performance and business reviews for the escalations program
A day in the life
The primary role of this position is to provide leadership and guidance to the teams under supervision manage front line managers and escalation specialists to achieve the program goals while working closely with Global Process Owners (GPOs) Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.
About the team
RCES teams scope encompasses multiple verification compliance and Regulatory programs. Through close partnership with product tech and operations teams RCES provides comprehensive resolution on escalations while conducting detailed Root Cause Analysis (RCA) where required. Beyond immediate issue resolution through Close Loop Mechanism (CLM) program RCES plays a crucial role in improving the selling partner experience by identifying process gaps and developing and tracking effective scalable solutions to prevent similar issues from arising in the future.
Bachelors degree or equivalent
Extensive relevant industry experience 5 years) across operations risk fraud investigations and/or compliance etc.
2 years of supervisory experience
Project management experience
Advanced working knowledge of MS Office (esp. MS Excel Word)
English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business
Analytical aptitude including the ability to mine and analyse large complex data sets
Six Sigma Lean green belt certified or equivalent working experience.
Advanced qualifications such as MBA would be advantageous
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
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