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

We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Registration and Compliance (R&C) Escalation Team.
In this role you will be part of the R&C Shared Services (SS) organisation, and will be responsible for driving change management initiatives, new launches, process improvements across multiple functions for all our worldwide regions and employees.
Escalation Manager sets the vision, direction, and culture of their team by driving process improvement, motivating a team of exceptionally driven, customer-obsessed Escalations Specialists, while maintaining singular focus on ensuring and improving a world-class customer experience. This position requires ability to facilitate and execute quality executive write ups as well as the ability to take key business decisions, working backwards from our customers and business goals.


Key job responsibilities
• Analyse barriers to efficiency and work standards within department work and drive strategic solutions and projects to overcome.
• Create and monitor metrics to track compliance and process effectiveness and define cadence of reporting to businesses and stakeholder groups.
• Continuously monitor all escalation queues for both new and resolved items identifying where any misses may have occurred.
• Identify opportunities for process improvement within operations and work with relevant teams to drive change.
• Providing support for month and quarter end reviews
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.



Minimum 12 months of escalations handling experience
Should not have been on any active dev plan/CAG for the last 1 year
Should have met/exceeded all the goals in the last 2 quarters as L4IC

A day in the life
You will be accountable for managing a team of escalations specialists, monitoring metrics, working backwards with stakeholders and removing dependency/ barriers for Escalation specialist and our customer. The manager will complete RCAs on the most common pain points faced by customers and work on ensuring a correct and swift resolution is sought out to prevent reoccurrence. You will work closely with your team to support on growth opportunities of each person and provide coaching and guidance to achieve their career goals.