Escalations Specialist, Restricted Products Legal
The Restricted Products Legal team is seeking an Escalations Specialist to support and manage incoming appeals from selling partners whose products have been removed from our store.
This role will also manage internal and external escalations from stakeholders and support triaging them to the appropriate resolvers.
You will query and analyze data, drive process improvements, standardize current processes, and eliminate the root causes of defects within existing systems.
Key job responsibilitiesSystematically intake, escalate, and triage issues and requests to the relevant owners and teams and follow through on the resolutions to ensure they're deliveredResolve as many issues prior to triaging as possiblePull data from databases and work with the team's Business Analyst to perform weekly reporting and analysisUpload Weekly Business Review (WBR)Support RP Legal's internal customers (Retail Counsel, Selling Partner Support, Abuse Escalations team, Restricted Products, etc.
) by acting as a liaison between them and RP Legal leadershipExcellent communication, both verbal and written, as you will be required to create a narrative outlining your weekly findings and the variances to goals and present these findings in a review forumIdentify unusual activity by deep diving, compiling, and leveraging information from internal reporting, data analysis, tickets, and regulatory trendsA day in the lifeA typical day in the life of this role will be managing a queue of inbound and outbound communications with various stakeholders, all of which must be managed within a tight turnaround time.
As an Escalation Specialist, you will work with compliance category specialists and leaders on the RP Legal team to drive process improvements and resolve open issues.
You will attend weekly WBRs and report on your findings each week.
This is a new small team within the RP Legal team so you will build processes and SOPs, and help the rest of the team improve their performance.
About the teamThe Restricted Products Legal Team sits within Amazon NA Consumer Legal.
RP Legal's mission is to maximize lawful selection of products offered in our US and Canada online stores while minimizing unlawful selection, product regulatory risk to Amazon, and negative impact on customer trust.
We regularly engage with regulators, selling partners, external stakeholders about the health of our product-level compliance.
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Estimated Salary: $20 to $28 per hour based on qualifications.
This role will also manage internal and external escalations from stakeholders and support triaging them to the appropriate resolvers.
You will query and analyze data, drive process improvements, standardize current processes, and eliminate the root causes of defects within existing systems.
Key job responsibilitiesSystematically intake, escalate, and triage issues and requests to the relevant owners and teams and follow through on the resolutions to ensure they're deliveredResolve as many issues prior to triaging as possiblePull data from databases and work with the team's Business Analyst to perform weekly reporting and analysisUpload Weekly Business Review (WBR)Support RP Legal's internal customers (Retail Counsel, Selling Partner Support, Abuse Escalations team, Restricted Products, etc.
) by acting as a liaison between them and RP Legal leadershipExcellent communication, both verbal and written, as you will be required to create a narrative outlining your weekly findings and the variances to goals and present these findings in a review forumIdentify unusual activity by deep diving, compiling, and leveraging information from internal reporting, data analysis, tickets, and regulatory trendsA day in the lifeA typical day in the life of this role will be managing a queue of inbound and outbound communications with various stakeholders, all of which must be managed within a tight turnaround time.
As an Escalation Specialist, you will work with compliance category specialists and leaders on the RP Legal team to drive process improvements and resolve open issues.
You will attend weekly WBRs and report on your findings each week.
This is a new small team within the RP Legal team so you will build processes and SOPs, and help the rest of the team improve their performance.
About the teamThe Restricted Products Legal Team sits within Amazon NA Consumer Legal.
RP Legal's mission is to maximize lawful selection of products offered in our US and Canada online stores while minimizing unlawful selection, product regulatory risk to Amazon, and negative impact on customer trust.
We regularly engage with regulators, selling partners, external stakeholders about the health of our product-level compliance.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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