APET Incident Imprv. Mgr., EU Trust & Safety - Amazon Partner Escalations Team
Posted 1 day 17 hours ago by Amazon
Your role and responsibilities:
- Investigate claims with different levels of severity;
- Deep dive on data from various internal systems; propose remedial action based on investigation findings; production of completed investigation documentation;
- Manage assigned casework and close investigations by meeting the expected quality and SLAs;
- Consult and collaborate with business partners across (DSP Management, Corporate ER teams, Legal teams, PR and 3rd Party Vendors, Audit and Compliance).
About the team
The Amazon Logistics EU Deliver Service Partners (DSP), Amazon Partner Escalations Team owns all EU wide initiatives aimed to address workplace related escalations involving Amazon Partners and their employees. Our team provides EU Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.
The Investigations Manager will carry out critical incident investigations and establish, expand and standardize our team's internal investigation processes. The Amazon Partner Escalations Awareness process is to ensure fair and respectful treatment of Drivers and other employees of Amazon Partners. You contribute to re-active critical cases but also future pro-active incident mitigation.
- Bachelor Degree
- Fluent English, German and Arabic (written and verbal communication).
- Experience in Excel, data analysis and reporting.
- Experience in managing stakeholders in medium - large organisation.
- Additional EU languages will be a plus.
- Experience in managing projects.
- Experience in improving processes.
- Experience in risk/incident management dealing with simple to medium complex investigations.
- SQL, scripting and or coding experience is a plus.