Escalations Specialist, Prime Video Trust & Safety

Prime Video & Amazon MGM Studios; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative and analytical role awaits you as an Escalations Specialist, where you'll support the growth of Trust & Safety operations globally. This position offers a unique opportunity to shift from reactive management to proactive risk prevention, influencing teams positively and enhancing customer trust. Your responsibilities will include managing escalations, conducting risk analyses, and collaborating cross-functionally to resolve issues. Join a forward-thinking company dedicated to transforming the viewing experience while ensuring content quality and compliance. If you're passionate about driving change and fostering a trusted customer experience, this role is perfect for you.

Qualifications

• Experience in program management and communicating results to senior leadership.
• Knowledge of risk management frameworks and governance.

Responsibilities

• Oversee escalation intake and performance against SLAs.
• Conduct quality assurance reviews and root cause analysis.
• Collaborate across business units to prevent escalations.

Skills

Program Management

Root Cause Analysis

Risk Management

Data-Driven Insights

Project Management

Education

Experience in Law or Risk Management

Certifications (Six Sigma, Lean, PMP)

Job description

Escalations Specialist, Prime Video Trust & Safety

Join to apply for the Escalations Specialist, Prime Video Trust & Safety role at Prime Video & Amazon MGM Studios.

Prime Video is transforming how people watch movies and TV shows, offering millions of titles on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality are core to Prime Video Trust & Safety.

We seek an innovative and analytical Escalations Specialist to support Prime Video Trust & Safety Operations. Your role will involve defining and managing metrics, creating content compliance processes, building mechanisms across Operations, Policy, and Business, and reducing risks. Our programs aim to foster a trusted customer experience by ensuring content quality and providing accurate information to empower viewers.

As an Escalations Specialist, you will support the growth of Prime Video's Trust & Safety operations globally. You will handle escalations, work closely with leadership to enhance processes, oversee intake, triage, and resolution of regulatory issues, policy concerns, and customer complaints worldwide. Your responsibilities include conducting risk analyses to identify trends and develop preventative actions to mitigate top risks. You will collaborate cross-functionally to resolve issues promptly and ensure learnings are implemented globally to prevent recurrence. Tracking progress and ensuring accountability through effective governance is also key.

This role offers the opportunity to shift from reactive management to proactive risk prevention, influencing teams positively and enhancing customer trust.

Key job responsibilities

• Oversee escalation intake, tracking, and performance against SLAs
• Conduct quality assurance reviews and root cause analysis on complex cases
• Use analytics and reports for weekly performance reviews, trend analysis, and risk identification
• Present weekly updates to leadership, highlighting key metrics and opportunities
• Develop and implement preventative actions to reduce recurrence of issues
• Communicate effectively through reports and presentations of analytical findings
• Collaborate across business units to influence policies preventing escalations

Basic Qualifications

• Experience in program management, end-to-end delivery, root cause analysis, and communicating results to senior leadership
• Experience in law, risk management, investigations, or trust & safety industries
• Knowledge of risk management frameworks such as risk analysis, assessment, and governance
• Experience with project management practices like tracking tasks, milestones, and deliverables
• Experience investigating issues, providing data-driven insights, and developing mitigation plans

Preferred Qualifications

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

Amazon is an equal opportunity employer committed to diversity. We value your passion to discover, invent, and build. Protecting your privacy and data security is a priority. For accommodations during the application process, visit this link.