AHS Risk Manager - English/German
DESCRIPTION
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. The successful AHS Risk Manager is an expert communicator and problem solver obsessed with Seller success. 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. 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. AHS Risk Managers are tenacious, enthusiastic, and passionate about the employee and Seller experience.
Key job responsibilities
· 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.
BASIC QUALIFICATIONS
· 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 German.
· Consistently exceeds L3 metric goals.
PREFERRED QUALIFICATIONS
· Experience working as an L4 Sr. Specialist/Lead and/or in a customer service environment, preferably within a contact center.
· Proven analytical thinking with a natural tendency to use data in decision-making and prioritization. · Clear, crisp, and proactive documentation of operational procedures required to tackle known risk related patterns.
· High level of integrity and discretion to handle confidential information.
· Demonstrated ability to solve complex investigations or escalations.
· Proven track record of complex and creative problem solving and the desire to create and build new processes.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.