Amazon Manager - Incident Management AWS Trust Safety 

United States, Kansas 

502945902

The Incident & Risk Manager will work with T&S’s leadership team, and with our cross-functional partners, to handle large scale escalated issues, create internal and external processes for escalation handling, and perform postmortem analysis of escalations to determine and propose improvements to escalation management. You will manage a team of global technical incident management specialists who are helping to lead T&S efforts to raise the bar on safety by responding to varying levels of escalations, developing mitigation plans for immediate and long term incident response, and driving permanent resolution of the root cause of the issue. The team is responsible for global coordination, quick response, and issue resolution for the range of matters T&S covers, especially those that are often ambiguous, and require high judgement and subject matter expertise to permanently resolve.Key job responsibilities
In this role, you will be responsible for handling day to day management operations, building scalable performance management mechanisms within the team, developing team goals aligned with T&S’s primary mission, and driving initiatives towards meeting those goals.The ideal candidate will have strong operational management skills and experience, understand the role of trust and safety in infrastructure, and have experience developing trust and safety escalation frameworks, performing escalation reviews, and recommending areas of improvement. This is an inherently cross-functional role that requires close collaboration with T&S Operations counterparts, AWS services, and cross-functional partners across the AWS landscape, including Security, Fraud, Legal, and Public Relations.
- Oversee R&R’s incident response operations, including adequate management of incidents through the entire incident lifecycle.
- You will work with internal and external stakeholders to think strategically about abuse prevention, designing team goals that align with T&S’s overall mission, and working with the team to align priorities towards delivery on these goals.- You will create and manage metrics to measure the success of the team, on both individual and team levels.
- Investigate large scale escalated issues, and deep dive to identify the root cause of the problem. You will work under occasionally high pressure and emergent situations to identify a problem, develop a solution, and provide an opinion on behalf of T&S to internal and external stakeholders.
- Lead incident reviews and ad hoc analyses to drive system and process improvements, which may include written/oral briefs to Sr. Leadership from both within T&S and cross functional organizations.
- Own the teams operating mechanisms, such as MBRs, QBRs for T&S, as well as contributions to these mechanisms within other teams as required.
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- 3+ years experience managing functional team operations for technical teams.
- 2+ years experience managing teams responsible for emergent incident response
- 2+ years and subject matter expertise in trust and safety, privacy, public policy, or legal with an emphasis on the technology industry.
- 4+ years demonstrated experience handling escalated high profile and emergent issues, preferably in incident management or investigations.
- Proven stakeholder management skills and strong communication skills, especially written. Bachelor's Degree. In lieu of a degree, additional years of hands-on experience may be substituted.

- Previous experience working in trust and safety, investigations, compliance, or risk management
- Quantitative skills, data driven mindset, SQL or Excel skills a plus.
- Good people management skills; comfort mentoring growing teams.
- Ability to project manage with emphasis on prioritization and multitasking; ability to adapt to a fast moving environment with sound business judgment; strategic, and analytical capabilities.