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    Escalation Specialist, Relay Product and Tech - Atlanta, United States - Amazon, Inc.

    Amazon, Inc.
    Amazon, Inc. Atlanta, United States

    2 weeks ago

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    Description


    Amazon - Middle Mile is seeking a Escalation Specialist to identify and analyze root causes, trends of abusive behavior to take appropriate actions.

    The effective Escalations Specialist exercises sound judgment in developing and applying policies, and demonstrates superior communication and problem-solving skills. This is an exciting opportunity to join a new team in a huge growth area for Amazon.


    Amazon is looking for a Escalation Specialist that has a background in transportation, risk management and data driven problem resolution skills.

    In this role the Escalation Specialist will continuously work with stakeholders to build trust-based relationships in order to investigate suspicious activity and address escalations while creating long-term, systemic solutions for a world-class customer experience.

    Key job responsibilities


    • Provide data analysis & conduct investigations
    • Pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed
    • Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends
    • Identify and eliminate root causes of defects in order to drive efficiency in Amazon's transportation operations
    • Understand the business impact of the trends and make decisions that make sense based on available data
    • Knowledge to systematically escalate problems or variance in the information and data to the relevant owners and teams
    • Work within various time constraints to meet critical business needs, while measuring and identifying activities performed
    • Written and verbal communication experience, as you will be required to create a narrative outlining your weekly findings and the variances to goals, and present these finding in a review forum
    • Partner with cross functional teams across Amazon for collaboration on fraud risks and investigations
    • Apply risk management best practices to mitigate issues, identify operational inefficiencies and improve processes
    • Work independently on projects or tasks to identify and ultimately resolve moderation pain points.
    • Demonstrate superior decision-making skills and discretion.
    • Ability to weigh risks and make judgment calls in high pressured, ambiguous situations.
    • Demonstrated ability to work closely with peers and stakeholders to discuss open issues and make difficult decisions.
    A day in the life


    • Partner with stakeholder teams to drive gaps to closure
    • Drive program/ process goals independently with minimal to no intervention from leadership
    • Participate in ad-hoc projects and assignments as necessary
    • Partner with multiple fraud/abuse teams to learn and implement industry wide best practices and other identity verification mechanisms
    We are open to hiring candidates to work out of one of the following locations:

    Atlanta, GA, USA


    BASIC QUALIFICATIONS

    • 2+ years of work experience in logistics/transportation industry
    • Experience working on fraud detection processes, process improvement and change management.
    • Bachelor's Degree from an accredited university or equivalent
    • Knowledge of MS Excel based tools and familiarity with Excel spreadsheets and ability to navigate and interpret data through SQL

    PREFERRED QUALIFICATIONS

    • Experience in Lean and Six Sigma
    • Experience in manufacturing, transportation, customer service, and/or distribution environments
    • Data management & data quality control experience with experience pulling and analyzing large sets of data
    • Knowledge using data to drive root cause elimination and process improvement
    • Knowledge in data and experience spotting the trends and fixing gaps
    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
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