Payments & Fraud Escalations Lead (US West)

Amazon Inc.; Seattle (WA); Presencial; USD 121.000 - 164.000; Jornada completa

Descripción de la vacante

Amazon Development Center U.S., Inc. is seeking an Escalations Manager for AWS Payments and Fraud Prevention Escalations in Seattle.

The role leads end-to-end escalation resolution, real-time fraud engagement, and the development of scalable SOPs across a follow-the-sun team. You will own high-judgment decisions under time pressure, draft customer communications for legal review, and balance customer experience with fraud risk while coordinating with VP-level stakeholders and cross-functional

Formación

• 5+ years of compliance, audit or risk management experience.
• Bachelor's degree or equivalent.
• Knowledge of Microsoft Office products and applications at an advanced level.
• Experience making enforcement decisions under ambiguity and time pressure.
• Experience communicating investigation outcomes to senior stakeholders (Director/VP level).
• Experience working with cross-functional teams (engineering, data science, product, legal).

Responsabilidades

• Own end-to-end resolution of customer escalations originating from AWS Payments and Fraud Prevention actions
• Conduct deep-dive investigations into disputed actions, determine root cause, draft customer-facing communications and participate in customer engagement meetings as representative of AWS Payments and Fraud Prevention
• Identify patterns in escalation drivers and propose process/policy improvements to reduce recurrence
• Monitor and respond to leadership visibility for rapid investigation
• Triage incoming signals, coordinate enforcement decisions with science and detection teams, and communicate outcomes to senior stakeholders within SLA
• Serve as the P&FP Escalations voice during US West business hours for cross-functional fraud discussions involving VP/Director-level participants
• Own the escalation playbook - build, iterate, and document SOPs that scale across a follow-the-sun team (Seattle + India)
• Build relationships with Payments Product Managers, Loss Mitigation Engineering, and P&FP Science to ensure escalation feedback informs roadmap priorities
• Represent Escalations in P&FP operational meetings, MBRs, and cross-org working groups

Conocimientos

5+ years of compliance, audit or risk?

Experience communicating investigation

Cross-functional collaboration

Educación

Bachelor's degree or equivalent

Herramientas

Microsoft Office (advanced)

Descripción del empleo

Amazon Development Center U.S., Inc. is seeking an Escalations Manager for AWS Payments and Fraud Prevention Escalations in Seattle.

The role leads end-to-end escalation resolution, real-time fraud engagement, and the development of scalable SOPs across a follow-the-sun team. You will own high-judgment decisions under time pressure, draft customer communications for legal review, and balance customer experience with fraud risk while coordinating with VP-level stakeholders and cross-functional