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- Tasks: Manage escalations, conduct risk analysis, and improve processes for Prime Video Trust & Safety.
- Company: Join Amazon, a leader in digital entertainment, transforming how millions enjoy movies and TV shows.
- Benefits: Enjoy flexible work options, diverse culture, and opportunities for personal growth.
- Why this job: Be part of a proactive team enhancing customer trust and safety on a global scale.
- Qualifications: Experience in program management, risk analysis, and strong communication skills required.
- Other info: Diversity and inclusion are at the heart of Amazon's hiring process.
The predicted salary is between 28800 - 48000 £ per year.
Escalations Specialist, Prime Video Trust & Safety
Job ID: 3000189 | Amazon Digital UK Limited
Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality is an essential component of Prime Video Trust & Safety charter.
We are seeking an innovative and analytical Escalations Specialist to support the Prime Video Trust & Safety Operations to define and manage metrics, create content compliance processes, build mechanisms across Operations, Policy, and Business, and reduce risk across current processes. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children.
As an Escalations Specialist, the selected candidate will play an integral part in supporting the growth of Prime Video\’s Trust & Safety operations on a global scale. Escalations Specialists own the day-to-day handling of the escalations program and work closely with the leadership team to continually enhance processes. Also, they will oversee the intake, triage and resolution of regulatory issues, policy concerns and customer complaints from around the world. The Escalations Specialist’s responsibility is to conduct comprehensive risk analysis on all escalations to identify trends, root causes and develop preventative actions to mitigate the top risks. The selected candidate will work cross-functionally to ensure issues are resolved promptly and that learnings are implemented globally to prevent recurrence. Through implementation of effective governance, Escalations Specialists track progress on preventive measures and ensure accountability.
This is an opportunity to transform reactive management into a proactive risk prevention program through vision implementation and hands-on management skills. This role will have wide influence across teams to positively impact customer trust.
Key job responsibilities
• Oversee escalation intake, tracking, and performance against SLAs
• Conduct quality assurance reviews and root cause analysis on complex cases
• Leverage analytics and reports to conduct weekly performance reviews, trend analysis, and identify risks, trends, and opportunities for process improvement
• Present weekly updates to leadership through the Weekly Business Review, highlighting key metrics, variances, and opportunities
• Develop and implement preventative actions to mitigate recurrence of issues
• Drive effective internal communication through narrative reports and presentation of analytical findings in review forums
• Collaborate across business units to influence policies that will prevent escalations
BASIC QUALIFICATIONS
• Experience in program management, end to end delivery, root cause analysis, and communicating results to senior leadership
• Experience working in relevant industries such as law, risk management, investigations, trust & safety
• Knowledge of risk management frameworks such as risk analysis, risk assessment and governance practices
• Experience with project management practices like tracking tasks, milestones and deliverables
• Experience investigating issues, providing data-driven insights and developing mitigation plans
PREFERRED QUALIFICATIONS
• Knowledge of regulatory environments like privacy, safety and content regulation.
• Education or certification background such as; Six Sigma, Lean Techniques, or Project Management Professional (PMP)
• Experience liaising with cross-functional/regional stakeholders. Ability to foster collaboration.
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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Escalations Specialist, Prime Video Trust & Safety employer: Amazon
Contact Detail:
Amazon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalations Specialist, Prime Video Trust & Safety
✨Tip Number 1
Familiarise yourself with the key metrics and performance indicators relevant to escalations in trust and safety. Understanding these will help you speak confidently about how you can contribute to improving these metrics during your discussions with us.
✨Tip Number 2
Network with professionals in the trust and safety field, especially those who have experience in escalations management. Engaging with them can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled escalations or complex issues in previous roles. Highlighting your analytical skills and ability to implement preventative measures will demonstrate your fit for the position.
✨Tip Number 4
Stay updated on current trends and regulations in content compliance and risk management. Showing that you're informed about the latest developments will impress us and show your commitment to the role.
We think you need these skills to ace Escalations Specialist, Prime Video Trust & Safety
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in program management, risk analysis, and communication with senior leadership. Use specific examples that demonstrate your skills in these areas.
Craft a Compelling Cover Letter: In your cover letter, express your passion for content compliance and safety. Mention how your background aligns with the responsibilities of the Escalations Specialist role and how you can contribute to enhancing customer trust.
Highlight Relevant Qualifications: If you have certifications like Six Sigma or PMP, be sure to mention them. Also, discuss any experience you have with regulatory environments and cross-functional collaboration, as these are key aspects of the role.
Showcase Analytical Skills: Provide examples of how you've used analytics to drive performance improvements or mitigate risks in previous roles. This will demonstrate your ability to conduct quality assurance reviews and root cause analysis effectively.
How to prepare for a job interview at Amazon
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an Escalations Specialist. Familiarise yourself with the key tasks such as overseeing escalation intake and conducting root cause analysis. This will help you articulate how your skills align with the job.
✨Showcase Analytical Skills
Prepare to discuss your experience with data analysis and risk management frameworks. Be ready to provide examples of how you've used analytics to identify trends and improve processes in previous roles.
✨Demonstrate Cross-Functional Collaboration
Highlight any experience you have working with different teams or departments. The role requires collaboration across business units, so share specific examples of how you've successfully influenced policies or resolved issues through teamwork.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenario-based questions where you might need to demonstrate how you would handle escalations or regulatory issues. Think about past experiences where you successfully managed similar situations.
