Description

　　AWS Trust & Safety (T&S) is the global team responsible for protecting AWS against a wide variety of abuse while simultaneously working to build trust with AWS’s customers and external stakeholders. Our team works to detect abuse proactively by analyzing a variety of data and signals, and mitigate the abuse through fit-for-purpose solutions. We build trust through these efforts and our leadership on key T&S issues facing our industry. Our team members display a solid understanding of AWS’s cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.

　　As a Trust & Safety manager, you will lead a team of approximately 40 direct and indirect reports. You will use internal and external feedback to design and implement processes that focus on improvement of the customer experience. You will work to support this customer base during high impact and high profile escalations, and may be responsible for composing root cause analysis after events that have high impact to the customer. You will be a primary point of contact for escalated issues, and use data to identify areas for opportunity and design an appropriate structure to care for this work. You will look around corners to define success and drive change that will improve the customer experience.

　　You are responsible for continually raising the bar within Trust and Safety by holding the team accountable to deliver on the highest quality standards. You will build and maintain strong partnerships within the Trust & Safety organization and cross-functional teams, providing regular communications and updates to various levels of leadership both within the organization and without. You will use existing tools and reporting, as well as lead initiatives to build new reporting/tooling infrastructures to gather data, evaluate trends and patterns affecting quality at the employee level as well as broader trends at the team, regional, or policy level.

　　Key job responsibilities

　　● You will lead and develop a team of 4 to 6 front line managers; responsible for the overall direction, coordination and evaluation within AWS Trust & Safety.

　　● Identify and eliminate barriers to accuracy, productivity, and quality with a focus on operational excellence.

　　● Carry out supervisory responsibilities in accordance with AWS (Amazon Web Services) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

　　● Communicate policies and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

　　● Have a good understanding of technology domain within Trust and Safety and/or broad understanding of company systems/technologies. Be able to apply this technical knowledge to invent, evolve, improve, and simplify.

　　● Address complex Abuse/Security related issues in real-time with customers.

　　● Perform deep dive analysis on client contacts to gather lessons learned, then use that information to create or improve policies, procedures, and best practice reference materials.

　　● Provide prompt, efficient, detailed, customer-oriented service to customers regarding Abuse matters.

　　● Manage the end-to-end coaching and feedback mechanisms within Trust and Safety

　　● Conduct and provide Quality Assurance inputs into weekly, monthly and quarterly business review meetings

　　● Have the ability to make good decisions that consider the whole picture including balancing difficult short-term and long-term trade offs

　　● Have the ability to drive strategic communication at varying levels within the organization

　　● Own and drive key business narratives to be presented at a senior leadership level to implement improvements within the T&S domain.

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

　　Bangalore, KA, IND

　　Basic Qualifications

　　● Bachelor's Degree or relevant additional years of hands-on experience may be substituted.

　　● 5+ years experience leading operational teams, with experience in Trust & Safety and Incident Management preferred.

　　● Demonstrated history of progressive performance management of a team of 20-25 employees.

　　● 1+ year direct experience in a fast paced Customer Contact Center or IT Help Desk environment working within trouble ticketing/tracking systems.

　　● Proven experience working with Web Technologies and the Internet (preferably website hosting or building)

　　Preferred Qualifications

　　● Knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing

　　● Experience working with Internet technologies (e.g., DNS, SMTP, TCP/IP) and their potential abuse vectors

　　● Knowledge of Six Sigma/Lean Processes

　　● Proven history of using feedback to improve customer experience / contact interaction through feedback

　　● Project Management certification

　　● Exceptional skills in data manipulation and analysis

　　● Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing

　　● Experience managing other managers

　　● Experience in being a mentor

　　● Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues)

　　● Ability to learn new technologies and stay current with related field information

　　● Demonstrated history of improving customer experience / contact interaction

　　● Demonstrated history of progressive performance management of a team of this size.

　　● Strong oral (speaking, listening, interpretation) and written communication skills.

　　● Ability to be flexible in shift assignments and work areas.

　　● Able to work in an ambiguous, fast paced environment.

　　● Absolute passion for ensuring a great customer experience with every contact.