HSI Ops Specialist, High Severity Intelligence

As a Risk Ops Specialist for High Severity Intelligence (HSI) you will support the delivery of empathetic experiences for internal and external stakeholders following this role you will analyze incidents support accountability processes and contribute insights to help improve safety programs.
You will be part of a rapid response coordination program that ensures timely and thorough management of high-severity incidents affecting Last Mile drivers customers and community members. Working with the HSI team you will help investigate and respond to sensitive situations with professionalism and care supporting communication processes across multiple stakeholders.

Key job responsibilities
- Adheres to Standard Operating Procedures (SOPs) for case handling while leveraging multiple Amazon tools to complete complicated high-judgement investigations and decision-making
- Evaluates root cause and performing data analysis to identify opportunities for process improvement
- Escalates trends in issues or pain points occurring within the process
- Builds collaborative relationships with Operations Managers and Risk Managers to gain alignment on changes surface pain points and solve key problems; balances impact of added scope and operational capacity
- Implements and Oversees ongoing projects related to SOP improvements training efforts and tech implementation
- Presents operational call-outs to leadership during business reviews
- Manages ongoing process improvement projects as outlined by stakeholders managers or self-identified initiatives
- Supports mentors and motivates team as a trusted business partner
- Monitors safety quality productivity and customer expectations
- Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful
- Thinks Big across the Last Mile space delivering holistic scalable solutions
- Must be able to work a schedule that includes a Sunday or a Saturday

A day in the life
On any given day the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers leaders and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of cases that pose imminent risk to our business while having the chance to run meetings manage projects with some ambiguity and provide routine communication across the organization.

- 2 years of professional or military experience
- 1 years of working with computers and Microsoft Office products and applications experience
- Work 40 hours/week and overtime as required
- Work a flexible schedule/shift/work area including weekends nights and/or holidays
- Skilled in SalesForce or equivalent case management software
- Ability to multi-task with efficiency and quality

- Experience with end-to-end project management
- Experience in Safety Risk Management or investigations with a proven track record of critical thinking ability.
- 2 years work experience involving DSPs DAs and/or Last Mile Operations.
- Proficiency in intermediate/expert functions of Excel
- 2 Years Experience using Salesforce

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at TN Nashville - 21.00 - 31.00 USD hourly