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Job Details
Posted date: Jul 24, 2024
Location: Seattle, WA
Estimated salary: $175,400
Range: $128,600 - $222,200
Description
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. TheAWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top
of AWS services.
AWS Trust & Safety (T&S) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWS’s customers, partners, and other stakeholders. T&S engages with a variety of stakeholders to understand cloud infrastructure-related trust and safety issues, develop fit-for-purpose frameworks to assess and minimize risks for AWS’s customers, and develop guidelines and processes for responding to trust and safety issues. Our team members display a solid understanding of AWS’s cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.
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.
- Day to day operational management of a team of global technical subject matter experts
- Building and enforcing adherence to team management mechanisms, including performance management, quality assurance, ticket hygiene, etc.
- 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.
- Collaborate effectively with leadership and cross-functional partners to develop industry leading processes and standards.
- 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.
- Incorporate available data to look around corners and identify areas for opportunity with regards to potential escalated issues.
- Drive high-impact and highly cross-functional initiatives both yourself, and with the team.
- 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.
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job
description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or
includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations
on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Qualifications
- 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.
Extended Qualifications
- 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.
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 https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $222,200/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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