Manager - Escalations, Registration & Compliance

Amazon; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as an Escalation Manager, leading a dynamic team focused on enhancing customer experience through effective compliance and risk management. In this pivotal role, you will drive process improvements and develop your team while collaborating with global partners to ensure high-quality standards. Your leadership will shape the culture and performance of the team, making a significant impact on operational excellence. If you're passionate about customer-centric solutions and thrive in a fast-paced environment, this opportunity awaits you.

Qualifications

• 5+ years in operations, risk, fraud investigations, or compliance.
• Project management experience and supervisory skills.

Responsibilities

• Lead and develop a team of escalation specialists across multiple regions.
• Conduct sensitive escalation investigations and support narrative write-ups.

Skills

Operations Management

Risk Management

Fraud Investigations

Project Management

Analytical Skills

Communication Skills

Education

Bachelor’s Degree

MBA (Preferred)

Tools

MS Office (Excel, Word)

Job description

Manager - Escalations, Registration & Compliance

At Amazon, we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To achieve this, we need exceptionally talented, bright, and driven people. If you are considering advancing your career and want to work in a fast-paced, innovative environment, this is your chance to make history by joining the Registration and Compliance Escalations Support (RCES) Team.
In this role, you will be part of the RCES team and lead our escalations team for specific functions.
The Escalation Manager sets the vision, direction, and culture of their team by driving process improvement, motivating a team of customer-obsessed Escalations Specialists, while maintaining a focus on ensuring and improving a world-class customer experience. This position requires the ability to facilitate and execute quality executive write-ups, as well as make key business decisions, working backwards from our customers and business goals.

Key job responsibilities
• Lead and develop a team of executive escalation specialists and managers across Europe, India, and San Jose.
• Manage individual and team performance expectations and goals, maintain service levels, and hold teams accountable to meet and exceed targets.
• Support your team in conducting sensitive escalation investigations, ensuring high-quality standards for non-compliance findings, root cause analysis, and corrective and preventative recommendations.
• Assist in narrative write-ups requested by executives and stakeholders.
• Lead continuous improvement projects and drive standardization of procedures across geographies and organizations, collaborating with key partners.
• Lead 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 program goals, and work closely with Global Process Owners (GPOs), Ops Functional Leads, and Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.

About the team
The RCES team's scope includes verification, compliance, and regulatory programs. Through close partnership with product, tech, and operations teams, RCES provides comprehensive resolution on escalations and conducts detailed Root Cause Analysis (RCA) where needed. Beyond immediate issue resolution, the Close Loop Mechanism (CLM) program helps improve the selling partner experience by identifying process gaps and developing scalable solutions to prevent future issues.

BASIC QUALIFICATIONS

• Bachelor’s degree or equivalent.
• Over 5 years of relevant industry experience in operations, risk, fraud investigations, or compliance.
• At least 2 years of supervisory experience.
• Project management experience.
• Advanced knowledge of MS Office, especially Excel and Word.
• Proficient in English, with strong written and verbal communication skills, capable of presenting confidently to all levels within the organization.
• Analytical skills, including the ability to analyze large, complex data sets.

PREFERRED QUALIFICATIONS

• Six Sigma Lean Green Belt certification or equivalent experience.
• Advanced qualifications such as an MBA are advantageous.