Risk Incident & Ops Manager

Job Description

Job summary
Do you have a passion for music and podcasts? Do you want to take an active role in shaping the future of Amazon Music on Amazon?

We are seeking a highly motivated Policy Risk Incident and Ops Manager to join the Amazon Music's Global Trust and Safety team. This team ensures that music and podcasts available on Amazon Music create a great customer experience and that artists and creators abide by our guidelines and terms of service. Amazon Music has a global footprint and this role will focus on defining processes and programs for global policy compliance and escalations management, while navigating different laws and cultural nuances a to ensure the best possible entertainment experience for customers. In this role you will lead a team of risk ops associates and work closely with cross functional counterparts in policy, Legal, PR, and leadership to resolve policy related issues and ensure a safe customer experience. A successful candidate will thrive in a fast paced and ambiguous environment and will have excellent judgment.

Key job responsibilities
• Contribute to the tactical implementation of Amazon Music's global risk policies as set by the policy team
• Perform incident triage, including determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enable expeditious remediation
• Coordinate with the Music Policy lead, Legal, Public Relations, Public Policy, Diversity and Inclusion to deep dive and respond to critical and time sensitive challenges
• Demonstrate the ability to exercise sound judgment on complex, time-sensitive and often controversial issues
• Own fast-paced policy research, draft and present thoughtful policy proposals to senior leaders up to director-level
• Lead policy escalations and track and document incidents from initial report through final resolution
• Lead team of Risk ops associates and ensure consistent, replicable moderation decisions

BASIC QUALIFICATIONS
• Bachelor's degree in a relevant field (JD, Public Policy, PR) or equivalent experience
• 3+ years experience in digital policy or risk management and working cross functionally with tech and non-tech stakeholders
• Experience in content moderation and escalations management for online communities that create user-generated content
• Experience in content policy, or public policy, policy communications, compliance, or legal with an emphasis on the technology industry
• Exceptional bias for action – willing to move quickly and decisively to resolve an incident.
• Demonstrated problem solving in ambiguous situations

PREFERRED QUALIFICATIONS
• Experience improving operational processes at a global scale
• Advanced degree in relevant or related field (e.g., JD, MA, Public Policy)
• Knowledge of online content risks and industry standards and best practices
• Willingness to engage deeply with customer concerns in a passionate online community
• Excellent written and verbal communication skills with the ability to present information clearly and concisely to leadership
• Demonstrated ability to identify, mitigate, and triage incidents in a high-pressure environment
• Proven ability to model calm behavior in a crisis, drive consensus, and operate in ambiguity
• 1-3 years people management experience

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.

Jobcode: Reference SBJ-g62pzj-18-118-144-69-42 in your application.