Senior Policy & Compliance Manager, Trusted Order & Remediation Experiences, Trusted Order & Re[...]

Seattle, WA, United States

Job ID: 2629029 | Amazon.com Services LLC

This is a global role interfacing regularly with country leadership in Amazon's global stores, Legal, and Amazon's Senior Leadership. As Amazon continues to grow its international presence, we face an increasing need to create seller-facing policies that account for differences in the way sellers fulfill and provide customer service; as well as the legal and regulatory requirements in the different countries in which we operate an Amazon store.

The Trusted Order & Remediation Experiences (TORX) team evaluates and manages the fulfillment and customer service performance provided by our 2.3 million sellers and the 8 billion products they offer for sale through our global stores. We help ensure that buyers have a perfect order experience whenever they purchase from Amazon by insisting that sellers meet our high bar for quality and accuracy of fulfillment, speed and accuracy of delivery, and ease of returns/exchanges if their purchase doesn't meet their expectations for any reason. We own seller-facing policies that lay out minimum performance standards for sellers, building products and tools that help them succeed, and enforcing our policies by restricting selling privileges if a seller is too risky.

This role has two primary functions: (1) ensure our policies and the way we manage fulfillment and customer service performance complies with all applicable legal and regulatory requirements; and (2) provide thought leadership and work with our policy lead to ensure we are thinking holistically about risk to buyers, sellers, and Amazon with every new policy, product launch, and program update. The scope for this role also includes management of our escalations to ensure we are spotting gaps and applying lessons learned to prevent future risk.

The right candidate has a risk background, with demonstrated experience in a global legal, compliance, and/or policy role. This role combines ownership of certain policies and decisions impacting risk to buyers/sellers/Amazon with the ability to influence without direct authority (e.g., to ensure products/features are not launched without a full risk analysis). You will work closely with global Legal POCs and our internal policy team, and you will support the entire TORX business, including all 3 main verticals: Amazon's A-to-z Guarantee, Seller Profile Page/Seller Reviews, and Order Performance.

We are looking for a critical thinker with outstanding stakeholder management skills and impeccable written and oral communication skills. This position is highly visible to a VP+ audience and must be comfortable in meetings with senior leaders. You must be able to work across the globe to earn trust with our key legal and product stakeholders, country management, and other senior leaders. You must have the backbone to to draw hard lines when needed, and the creativity to find workable solutions in all other cases.

Key job responsibilities

- Develop and maintain key relationships with internal stakeholders locally and around the world, including Domestic Legal, WW Legal, Country Leadership, and internal product, program, and policy teams

- Partner with Product and Program teams to ensure that a risk analysis is conducted prior to product launches and program updates

- Partner with Policy to ensure all policies are compliant, while also maintaining the right balance between what's best for buyers, sellers, and Amazon

- Own end-to-end escalations management, including working with senior leadership to align on appropriate resolutions; aggregate data on root cause analyses and preventative actions and apply that information to proactively avoid future risk

- Create intake and reporting mechanisms, and set clear expectations to key partners and stakeholders

- Dive deep into data to find patterns that inform solutions

- Conceptualize and launch programs to proactively mitigate risk

- Act as primary liaison between program/product/policy and Legal

- Liaise with other key stakeholders to educate and influence product requirements and roadmaps, as necessary

- Spot risk and opportunity and influence product development accordingly

- Mentor and help develop members of the team

A day in the life

In an average day you are likely to start by speaking with Legal stakeholders in the EU for updates on compliance obligations, followed by Operations stakeholders in India to understand current challenges in how we apply our policies and investigate seller performance, then move on to a team huddle where we align on prioritization, work with out escalations team to resolve an escalation from our CEO or other senior leaders, sync with product teams to ensure they are aligning their design with our priorities for sellers and our compliance obligations, catch up with country leadership to understand their priorities and pain points, and work with your lead policy counterpart to ensure we are making high-judgment decisions holistically and with full view into the risk to buyers, sellers, and Amazon.

About the team

The TORX team was started in 2021 and continues to grow and increase its scope. We are highly visible to Leadership and work in a problem space that is complex, dynamic, global, and high-impact. The team itself is brilliant, hard-working, resilient, fun, energetic, diverse, and prioritizes personal health and wellness above all else. This role is a senior position on the team, and we are looking to add a leader that embraces these values.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Dallas, TX, USA | Seattle, WA, USA

BASIC QUALIFICATIONS - 8+ years of compliance, audit or risk management experience

- Bachelor's degree or equivalent

- Experience in compliance, audit or risk management

- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship

- Experience driving complex projects involving multiple stakeholders

- Demonstrated ability to identify, mitigate, and manage business risks and tradeoffs in a high-pressure environment

- Proven track record of delivering projects within scope, time, budget and quality

- Impeccable attention to detail; ability to balance this with the need to achieve immediate results

PREFERRED QUALIFICATIONS - Advanced degree in a relevant field (i.e. MBA, JD, MA, Public Policy, etc.)

- Experience in a fast-paced retail, e-commerce, or startup role, including in legal, IP protection, investigations, claims, and abuse roles

- Proven ability to work autonomously, triage and prioritize work, and operate in ambiguity

- Experience writing and briefing senior leadership in a manner that addresses highly technical and complex topics in an easy-to-understand manner

- Proven analytical skills and comfort in deriving insights from quantitative data; experience creating new quantitative metrics and success measures

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 https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $96,900/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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.

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