Description

　　As the Sr. Manager for High Severity Incidents (HSI), you will create world-class empathetic experiences to support internal and external stakeholders after an incident. In this role, you will lead a team of risk managers who champion time-sensitive incident response.

　　This is a large-scale, rapid response coordination program designed to ensure timely and thorough management of the highest severity incidents that affect any of our Last Mile drivers, customers, or community members. We investigate and handle the most sensitive of tragedies with professionalism and care, and coordinate the process of response through thoughtful communication with all involved, including the most senior leaders at Amazon. You will be responsible for the experience of our customers and community members during some of the hardest moments of their lives.

　　The role requires a leader who is connected to the details, advocates for customers, leads with empathy, and can effectively influence senior leaders. They will possess a detailed understanding of how to balance speed with evidence gathering and be able to champion customer trust. The leader will dive into team workflows and create efficiencies to scale and lead processes improvements. They will create mechanisms to measure quality, effectiveness, and scale globally.

　　A successful candidate will possess high emotional intelligence and the capacity to provide support in emotionally charged situations. This includes the ability to remain composed, empathetic, and supportive when dealing with individuals affected by a tragic incident. The candidate should embrace ambiguity and drive clarity across teams and organizations. This role requires strong relationship building skills and sound business judgment. They will be an excellent communicator, verbally and through writing, enabling them to work successfully with diverse audiences. Balancing time between projects and rapid response is a critical component for success in the position. Maturity, high judgment, negotiation skills, ability to influence, analytic skills, and leadership are essential to success in this role.

　　This role is required to participate in an on-call rotation to lead rapid response activities. Emotional intelligence and experience supporting crisis, incident management or trauma strongly preferred.

　　This role requires relocation to Bellevue, WA.

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

　　Bellevue, WA, USA

　　Basic Qualifications

　　-7+ years team management experience

　　-Experience implementing process and driving towards high quality

　　-Experience working cross-functionally

　　Preferred Qualifications

　　Emotional intelligence and the capacity to provide support in emotionally charged situations. This includes the ability to remain composed, empathetic, and supportive when dealing with individuals affected by a tragedy.

　　Possession of relevant certifications or training in incident management, crisis intervention, or trauma response would be advantageous.

　　Verbal and written communication

　　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 $126,900/year in our lowest geographic market up to $236,000/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. Applicants should apply via our internal or external career site.