Manager, Customer Service Compliance

At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.The World Wide Customer Service (CS) organization is seeking a manager to join the Global CS Compliance... team and validate compliance to policies, procedures, and contractual requirements associated with operations, administration, and technology at captive and third-party contact centers.You will be an effective leader known for diving deep into subject matter, taking ownership of unmitigated risks, and encouraging innovative and pragmatic solutions to complex problems. In addition, you will have solid business judgment, a strong controllership focus, executive presence, and the capability to drive a fast-paced organization to the right results.As a Compliance Manager, you will:Work independently but collaborate with our global CS Compliance team to perform risk assessments and deliver high-quality, high-impact compliance and operational performance audits across our Global CS Network.Plan and scope audit projects, execute program plans, prepare written findings, and facilitate business responses and action items.Dive deep into the details to develop meaningful findings and recommend root cause remediation.Deliver recommendations and risk interpretations in a clear, concise, and audience-specific format. Develop actions for remediation of audit findings, track status, and collect evidence to support the closure of each action.Facilitate multiple third-party stakeholders to agree on appropriate solutions and verify that risks are mitigated appropriately.Prepare reports which you will present to senior stakeholders.Serve as a subject matter expert for stakeholder groups with respect to Amazon, physical security, and social responsibility policies, procedures, and contractual requirements.Leverage domain expertise and collaborate with internal leaders to identify new/emerging risks and modify the compliance program scope appropriately to test associated controls.Have the ability and willingness to travel up to 30% (domestic and international).BASIC QUALIFICATIONS4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experienceBachelor's degree or equivalentExperience handling confidential informationPREFERRED QUALIFICATIONS3+ years of program requirements definition and data and metrics leveraging to drive improvements experienceProfessional auditing qualification, or similar risk or compliance credentialsExperience with SQL and Excel#J-18808-Ljbffr

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