APET Incident Imprv. Mgr., EU Trust & Safety - Amazon Partner Escalations Team

Amazon; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in logistics is seeking an Investigations Manager to oversee critical incident investigations and improve internal processes. The role involves managing casework, collaborating with stakeholders, and ensuring fair treatment of employees. Candidates should possess strong analytical skills and a Bachelor Degree, with experience in data analysis and stakeholder management.

Qualifications

• Fluent in English.
• Experience managing stakeholders in medium to large organizations.
• Experience in improving processes and risk management.

Responsibilities

• Investigate claims and manage assigned casework.
• Deep dive on data and propose remedial actions.
• Consult and collaborate with various business partners.

Skills

Data analysis

Stakeholder management

Excel

Education

Bachelor Degree

Tools

SQL

Job description

DESCRIPTION

Your role and responsibilities:

1. Investigate claims with different levels of severity.
2. Deep dive into data from various internal systems; propose remedial actions based on investigation findings; produce comprehensive investigation documentation.
3. Manage assigned casework and close investigations by meeting expected quality standards and SLAs.
4. Consult and collaborate with business partners across DSP Management, Corporate ER teams, Legal teams, PR, 3rd Party Vendors, Audit, and Compliance.

About the team

The Amazon Logistics EU Deliver Service Partners (DSP), Amazon Partner Escalations Team, owns all EU-wide initiatives aimed at addressing workplace-related escalations involving Amazon Partners and their employees. Our team provides the EU Amazon Logistics community with knowledge and strategies to drive improvement and enhance stakeholder satisfaction, while safeguarding customer experience.

The Investigations Manager will conduct critical incident investigations, establish, expand, and standardize internal investigation processes. The Amazon Partner Escalations Awareness process ensures fair and respectful treatment of Drivers and other Amazon Partners' employees. You will contribute to reactive critical case management and proactive incident mitigation.

BASIC QUALIFICATIONS

• Bachelor's Degree
• Fluent in English
• Experience with Excel, data analysis, and reporting
• Experience managing stakeholders in medium to large organizations

PREFERRED QUALIFICATIONS

• Additional EU languages or Arabic are a plus
• Experience managing projects
• Experience in process improvement
• Experience in risk/incident management handling simple to medium complex investigations
• SQL, scripting, or coding experience is a plus

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