AHS Risk Manager, Amazon

• The successful AHS Risk Manager is an expert communicator and problem solver obsessed with Seller success
• The candidate may have experience in specialized investigations or escalations
• All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision and a high degree of accuracy
• Strong investigative skills to find the root cause of metric issues and the ability to provide viable solutions to Sellers
• Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and grace
• Proven ownership and bias for action; willing to move quickly and decisively to resolve an issue
• Interpersonal skills with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers
• High level of integrity and discretion to handle confidential information
• Demonstrated ability as a critical thinker with the vision to work both tactically and strategically
• Ability to compose a grammatically correct, concise, and accurate written and verbal response
• Demonstrated experience working with cross departmental teams with proven collaboration skills
• Excellent process knowledge of all policy verticals
• Consistently meet or exceed performance goals to match the next level
• Not on any documented warning for performance or behavioral issues within the last 6 months
• Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times. . Business proficient fluency in both written and verbal English and French
• Consistently exceeds L3 metric goals

Desirable

• Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online
• By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform
• The Risk Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners
• We obsess over providing world class support to Sellers doing business on the Amazon platform
• We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers
• The AHS Risk Manager relies on excellent judgement to plan and accomplish goals and will work under very limited supervision of the Risk Operations Manager
• Excellent individual problem-solving and analytical skills are used to authenticate Sellers’ complex transactions and accounts
• They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Seller’s behalf
• The AHS Risk Manager takes full ownership of their functional issues, offers high quality solutions, and are the champion for proactive improvements
• They are a technically competent, self-motivated individual with the objective to deliver sustainable results that improve the Seller experience
• The AHS Risk Manager is responsible for engaging in frequent written and verbal communication with Sellers, risk partners, and internal leadership teams to accomplish goals
• They apply risk-management best-practices and methodologies to mitigate issues they manage, improve processes, and resolve blocking problems
• AHS Risk Manager specialize in multiple policy verticals based on complexity
• As a Subject Matter Expert, they are able to multi-task utilizing a wide variety of tools to navigate Seller accounts, research and review policies, and communicate effective solutions
• The AHS Risk Manager engages in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish their goals
• They interact with our Sellers using multiple communication mechanisms with objectives of coaching and helping them with account health related topics
• Up to 70% of their day could be inbound and outbound phone contact
• The successful AHS Risk Manager is able to redirect difficult conversations as they engage with Sellers who are in poor standing
• The ideal candidate demonstrates ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions
• AHS Risk Managers are tenacious, enthusiastic, and passionate about the employee and Seller experience
• Gain and maintain a thorough understanding of Account Health Support programs and services – know who we are and how we serve our customers
• Build strong relationships with Selling Partners across the program; proactively build joint business plan action items and act as a point of escalation for outstanding issues, questions, and concerns
• Provide prompt and efficient education and service to Amazon Sellers including appropriate escalation of Sellers' issues
• Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues
• Liaise with other departments as required to resolve Seller’s issues and questions
• Identify Seller and Risk Manager success barriers, provide solutions, and drive change through business improvement initiatives
• Demonstrate excellent time-management skills and the ability to work without assistance while using departmental resources, policies and procedures
• Identify proactive documentation of operational procedures required to tackle known risk related patterns
• Proven ability to work in fast paced, ambiguous environment where decisions are made without compromising on customer experience
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions
• Contribute to a positive team environment and proactively aid team members with difficult contacts as needed