Sr. Escalation Manager, South of Europe
Madrid, ESP
hace 5 días

Job summary

Amazon is the most customer-centric company on earth. Amazon Transportation Businesses have built world-class operations, which rely on an exceptional pool of carriers who work relentlessly to meet our customers’ expectations.

The mission of the Transportation Risk & Compliance (TRC) team is to provide timely and accurate compliance and transport regulatory support to Amazon Transportation Businesses and its carriers, in a dynamic, ever-growing environment.

TRC Europe is looking for a high-judgment individual to join us as a Sr. Escalation Manager, South of Europe, to manage a team of highly-competent Escalation managers, as well as investigate carrier partners’ compliance against contractual and legal requirements based on Amazon’s internal and external non-compliance allegations, all while driving a risk culture both internally and externally.

We are looking for an individual with proven people management experience, who cares about growing and supporting a team of highly-skilled individuals.

The successfully candidate will also have strong operational audit / investigation experience, preferably in transport, and be able to apply their expertise to 1) manage Escalations inflow, balancing resources as necessary across geographies to enable their team for success, 2) conduct thorough carrier investigations across different transportation business models and geographies, 3) identify compliance safety, regulatory and reputational risks, and propose risk-mitigation solutions in partnership with their team and TRC Field Ops’ partners, and 4) deliver detailed finding and recommendation reports to Amazon Transport Businesses and senior leadership.

The candidate will require outstanding communication skills, both written and verbal, exceptional attention to details and strong data-driven mindset and capabilities, but also excellent soft skills for stakeholder management and earning carriers’ trust.

Finally, the successful candidate will display good team spirit and autonomy, especially in those all-virtual times.

If you wish to innovate on behalf of customers, are passionate about driving compliance and reducing risks, and desire to make history, come join our team!

Key job responsibilities

  • Lead a team of Escalations managers, supporting their career growth, work prioritization and planning, goal setting and day-to-day activities
  • Manage escalations, including triage, prioritization, allocation, investigation and report-out with senior leadership from Amazon Transportation Businesses, TRC, and other applicable departments (e.
  • g. Legal, Public Relations, etc.)

  • Support your team in conducting highly sensitive Escalation investigations, ensuring high quality standards for non-compliance findings, root cause analysis, and corrective and preventative recommendations, both for carriers and Amazon’s Transportation Businesses
  • Investigate carriers across programs and geos to confirm or disprove non-compliance allegations that could pose a risk to Amazon, our customers, or others
  • Achieve and enable your team to achieve productivity and quality standards, in line with agreed-upon Escalation investigation timelines
  • Conduct short-notice investigations as required with the utmost flexibility and quality standards
  • Lead continuous improvement projects, and drive standardization in procedure across geographies and organizations, collaborating with key partners in e.
  • g. Legal, Amazon Transportation Businesses, Public Relations, Public Policy, Security & Loss Prevention, Workplace Health and Safety, etc.

  • Meet individual and team goals with the highest standards and diligence

  • At least three years of proven people management experience
  • At least two years of Escalation Management experience
  • Proven research, operational audit and / or investigation experience, including root cause analysis
  • Outstanding communication skills in English, Spanish, and / or French, both written and verbal
  • At least two years of experience in handling confidential data
  • Exceptional attention to detail with a problem-solving mindset
  • Proven ability of high-velocity decision making in an ambiguous environment
  • Ability to work under pressure, handle stress and deliver high-standard results quickly
  • Ability to work across functions, adapting language register correspondingly
  • Ability to work with virtual teams with the highest levels of team spirit and integrity
  • Proven ability to analyze and interpret information received
  • Five years of Project Management experience
  • Excellent knowledge of Office tools (i.e. Excel, Word, Outlook, etc.)
  • Willingness to travel up to 50% of the time (post COVID)

  • Transportation experience (e.g. Transport Manager, Fleet Manager, etc.)
  • Operational audit and risk management experience
  • Working knowledge of local transport and contractual laws and regulations
  • Professional auditing, fraud detection, and / or investigation qualification
  • Data software experience (e.g. Tableau, QuickBase, etc.)
  • Fluent in at least one of the following languages : French, German, Italian, Lithuanian, Polish, Romanian, Spanish
  • CIA, CFE, CISA, CPA or similar risk, audit, or compliance credentials
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