Virtual Location - Texas

Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation for trust the Marketplace Abuse team is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems. The Selling Partner Abuse team designs and implements policies, tools and technology innovations to protect customers. Our team is looking for leaders to take ownership of these various areas and deliver on critical and high visibility projects. We are looking for a Risk Manager to manage critical and high impact global events and escalations. The ideal candidate should be passionate about helping us ensure that customers may make great purchase decisions and that brand owners and sellers using Amazon are successful listing and selling their products. Your decisions are not only fundamental to helping protect customers and sellers but will help maintain the health of the Amazon catalog and product listings ecosystem. · The ideal candidate has a proven track record setting program strategy to deliver results. · Lead and support teams in responding to, investigating, managing and resolving high-impact incidents and escalations around product authenticity (counterfeit, trademark, copyright) and safety issues. · Take leading role in drafting and presenting deep-dive documents, including responses to senior executives and Correction of Errors (COE) reports. · Analyze existing policy and process gaps, and develop solutions to close them. · Own and/or manage projects designed to improve operational and process efficiency. This will include accessing and analyzing data and working extensively with external teams. · Closely monitor media and global events to anticipate and mitigate potential risks. Be comfortable using data to analyze trends, predict and fix problems before they happen. · Use high-level judgment to own our most complex enforcement decisions.About the teamHere at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.- Bachelor's degree or equivalent- 4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience- Experience handling confidential information- 3+ years of program requirements definition and data and metrics leveraging to drive improvements experience- Professional auditing qualification, or similar risk or compliance credentials- Experience with SQL and ExcelAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation for trust the Escalation Management & Prevention Team (EMP), part of Selling Partner Support (SPS), is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.EMP designs and implements policies, tools and technology innovations to protect customers.We are looking for a Risk Manager to join the Legal Escalations & Discovery (LE&D) program. This individual will dedicatedly address legal escalations (including demand letters, investigation requests for active legal proceedings and arbitration hearings, regulatory requests, and data requests) to mitigate critical legal risk. They will deep dive the root cause of escalations, identify holistic preventative solutions, and drive initiatives across global teams to improve abuse detection, enforcement, and prevention. The ideal candidate will have excellent written and verbal communication skills, and the ability to communicate effectively to a variety of internal and external stakeholders.Key job responsibilitiesAs a Risk Manager, you will be responsible for: - Identifying, managing, and resolving time-sensitive escalations. - Performing analysis of data from a variety of sources to identify possible risk indicators. - Performing incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enable expeditious remediation. - Analyzing escalations from various sources within Amazon, determining possible root causes and identifying preventative actions. - Tracking and documenting incidents from initial detection through final resolution. - Writing and publishing techniques, guidance, and reports on incident findings. - Coordinating with analysts to correlate risk assessment data. - Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives. An ideal candidate will be able to: - Exercise strong judgment in areas where policies are not well defined. - Understand the implications of new information for both current and future problem-solving and decision-making.- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action.- Analyze existing policy and process gaps, and identify solutions to close them. - Function effectively in a dynamic, fast-paced environment.About the teamHere at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.- Bachelor's degree or equivalent- 3+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience- Experience handling confidential information- Strong communications skills and experience creating and editing content for internal and external audiences- Experience with research and investigation skills or equivalent- Experience with SQL and Excel- Experience working in industries such as law, IP protection, fraud, regulatory compliance, or related fields.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

Blink, a leading provider of camera-based home security solutions, is seeking an experienced and innovative Senior Manager of Customer Service to join our dynamic Customer Service organization. In this pivotal role, you will lead our Customer Success team and be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our world-class products and services.As the Senior Manager of Customer Success, you will play a central part in identifying and driving the changes necessary to improve operational and organizational efficiency. You will develop strategic partnerships with cross-functional teams to provide valuable insights, influence the product roadmap, and maximize the end-to-end customer experience - a core tenet of Blink's customer obsessed leadership philosophy.Key job responsibilities- Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction- Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience- Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model- Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence- Use data-driven insights to make informed decisions and implement proven customer success best practices- Represent the voice of the customer and serve as a strategic partner to key stakeholders- Measures, achieves and communicates agreed-upon key performance indicators- Understands and addresses customer experience outliers in real-time- Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership- Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows evolving the customer experienceA day in the lifeAs the Senior Manager of the Customer Success team at Blink, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You’ll streamline processes, optimizing resources, and drive continuous improvements building and nurturing a high-performing team of technical customer service professionals fostering a culture of innovation and excellence, recognizing achievements and providing coaching to your team.About the teamBlink is in the home security business to provide customers affordable products that protect their home and loved ones. Blink’s CS team delights our customers and improves their experience with our product trough outstanding service and customer obsession. The Sr. Manager Customer Success reports directly to Blink’s Head of Customer Service and leads the Customer Success team within our CS org, making sure we deliver against our promise of exceptional service.- 10+ years experience managing Contact Center Technical support teams for consumer products- 10+ years experience managing Customer Success teams within a tech company, for consumer products- Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives- Excellent communicator both verbally and written with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive)- Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES- Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.- Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.)- Fluent in Spanish both written and verbal- Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports- Demonstrated track record of building teams and designing processes to improve customer experience- Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs- Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environmentAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.