Escalations Specialist, Prime Video Trust & Safety

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking an analytical Escalations Specialist to enhance the Prime Video Trust & Safety operations. This role involves managing escalations, improving processes, and conducting risk analyses to foster a proactive risk prevention culture. The successful candidate will collaborate with leadership to ensure a globally trusted customer experience, leveraging data and analytics to drive performance improvements. If you are passionate about ensuring content compliance and customer trust, this opportunity offers a dynamic environment for professional growth.

Qualifications

• Experience in program management and reporting to senior leadership.
• Knowledge of risk management frameworks and governance practices.

Responsibilities

• Oversee escalation intake and track performance against SLAs.
• Conduct quality assurance reviews and root cause analysis.

Skills

Program Management

Root Cause Analysis

Data Analysis

Risk Management

Project Management

Education

Bachelor's Degree

Tools

Analytics Tools

Job description

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Escalations Specialist, Prime Video Trust & Safety, London

Client:

Amazon Digital UK Limited

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

2e7f3cc1b1d2

Job Views:

3

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality is an essential component of Prime Video Trust & Safety charter.

We are seeking an innovative and analytical Escalations Specialist to support the Prime Video Trust & Safety Operations by defining and managing metrics, creating content compliance processes, building mechanisms across Operations, Policy, and Business, and reducing risk across current processes. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust, and accurate, meaningful, and complete information to empower customers to make informed viewing choices for themselves and their children.

As an Escalations Specialist, the successful candidate will support the growth of Prime Video's Trust & Safety operations on a global scale. Responsibilities include handling escalations, working closely with leadership to improve processes, overseeing the intake, triage, and resolution of regulatory issues, policy concerns, and customer complaints worldwide. The role involves conducting risk analyses to identify trends and root causes, developing preventative actions, and ensuring issues are resolved promptly with learnings implemented globally. The specialist will track progress on preventive measures, ensuring accountability and fostering a proactive risk prevention culture to enhance customer trust.

Key responsibilities include:

1. Overseeing escalation intake, tracking, and performance against SLAs
2. Conducting quality assurance reviews and root cause analysis on complex cases
3. Leveraging analytics for performance reviews and trend analysis
4. Presenting updates to leadership and influencing policy improvements

Basic Qualifications:

• Experience in program management, end-to-end delivery, root cause analysis, and reporting to senior leadership
• Experience in law, risk management, investigations, trust & safety industries
• Knowledge of risk management frameworks and governance practices
• Project management experience with tracking tasks and milestones
• Investigation and data analysis skills with mitigation planning experience

Preferred Qualifications:

• Knowledge of regulatory environments like privacy, safety, and content regulation
• Certifications such as Six Sigma, Lean, PMP
• Experience working with cross-functional and regional stakeholders to foster collaboration