Manager Risk II, Relay Product Excellence

Are you a people leader who thrives on building high-performing teams and driving operational excellence in a defined problem space? Amazon is seeking a Manager II, Risk who will lead a team of risk professionals focused on Safety, Trust and compliance worldwide. In this role, you will operate as a non-technical "solution architect" — managing a team that detects bad actors and maintains high bar on network safety

You will be responsible for goals in an area where the strategy is already defined, using your subject matter expertise to decide which actions to take, who will own them, and in what priority order to meet short-term goals. You will lead your team to deliver results by establishing the right team structure, driving operational excellence, and ensuring high-quality outcomes. This role requires influencing your team's roadmap, reaching consensus on approach, and delivering to meet business needs while actively developing your people and fostering an inclusive team culture.

The ideal candidate is a tactical manager learning to be strategic — someone who ensures each individual on their team has the right level of support to meet operational and development objectives, while driving the team toward meaningful impact on network safety for Amazon customers

Key job responsibilities
Overall Responsibilities
- Lead and manage a team of risk specialists responsible for protecting Amazon and our customers from transportation related fraud, misuse, and abuse worldwide
- Support process improvement, automation, and control implementation projects
- Drive and own the standardization and documentation of processes (SOPs), risks, and controls and work with owners to assign accountability
- Drive high quality operations with zero error tolerance to errors; operate as an SME of the process while grooming process expertise within the team

Team and People Management
- Attract and hire bar-raising talent who bring needed skills and expertise to the team
- Facilitate career growth conversations, provide constructive feedback, and align individual goals to areas of interest; identify mentors and supportive stakeholders for your employees
- Evaluate employees against appropriate role guidelines, participate in calibration activities, and clearly communicate performance expectations in regular 1:1s
- Create and continuously improve the team environment so that every employee feels valued, trusted, connected, and informed. Navigate challenging conversations with empathy

Execution & Delivery

- Lead your team to deliver results against defined program goals
- Conduct risk assessments for current functions and operational processes; identify gaps in safety and compliance controls
- Manage end-to-end escalation lifecycle including intake, deep dive, issue resolution, root cause analysis, preventative actions, and outcome summarization
- Identify risks and bring them to the attention of your manager, customers, or stakeholders with mitigation plans before they become roadblocks; know when to escalate
- Make trade-offs between time, quality, and resources to meet business needs
- Audit employee work to ensure results are high quality and meet SLAs
- Actively manage your team's commitments, recognizing capacity constraints

Problem Solving & Process Improvement

- Dive into details, ask the right questions, and drive the right customer outcomes
- Prioritize root cause resolution, process improvements, and operational excellence
- Identify and optimize workflows and best practices; partner with teams to improve mechanisms and drive enhancements
- Develop and implement key process governance mechanisms across the program
- Support the development of daily, weekly, and monthly metrics; leverage data to drive continuous improvement

Stakeholder Engagement & Communication

- Engage cross-functional stakeholders (Legal, Tech, Ops, Business) to collaborate on escalations and align on frameworks
- Present decisions, learnings, and recommendations to leaders up to three tiers
- Write clear documentation including narratives, MBR/QBR materials, and COEs
- Create plans, communicate requirements, negotiate priorities, and clarify what success looks like
- Foster shared understanding across an increasing diversity of roles and functions

Basic Qualifications

- 3+ years of auditing business processes, risk mitigation, program compliance or internal audits experience
- 3+ years of work in relevant industries such as law, customer service, investigations, risk, compliance or project management experience
- Experience in audits related to business processes, risk mitigation, program compliance, or internal audits
- Experience working in relevant industries such as law, customer service, investigations, risk, compliance or project management
- Experience with all Microsoft Office applications
- Bachelor's degree or equivalent

Preferred Qualifications

- Lean Six Sigma Green Belt or Black Belt certification
- Experience using data and metrics to back up assumptions and implement effective solutions
- Experience working in risk, fraud or compliance organizations
- Master's degree or equivalent

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.