The posting
Location: Tokyo,Japan Language Requirement: Trilingual：English/Mandarin and Japanese to communicate effectively and address queries from our Mandarin/Japanese speaking counterparts/sellers
Working Hours: 5 days a week, Monday to Friday, require to work on Bank/to work on Public Holiday. However working hours is subjected to business needs and changes。 Note: Candidate must be authorized to work in Japan without sponsorship
The Risk Manager within the Account Health Assurance (AHA) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers doing business on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. The Account Health Assurance (AHA) Risk Manager relies on excellent judgement to plan and accomplish goals and will work under very limited supervision of the Program Manager. Excellent individual problem-solving and analytical skills are used to authenticate complex transactions and accounts. The successful AHA Risk Manager is an expert communicator and problem solver obsessed with Seller success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on the Seller’s behalf. The AHA Risk Manager takes full ownership of their functional issues, offers high quality solutions, and are the champion for proactive improvements. They are a technically competent, self-motivated individual with the objective to deliver sustainable results that improve the Seller experience. The AHA Risk Manager is responsible for engaging in frequent written and verbal communication with Sellers, risk partners, and internal leadership teams to accomplish goals. They apply risk-management best-practices and methodologies to mitigate issues they manage, improve processes, and resolve blocking problems. AHA Risk Managers specialize in multiple policy verticals based on complexity. As a Subject Matter Expert, they are able to multi-task utilizing a wide variety of tools to navigate Seller accounts, research and review policies, and communicate effective solutions. They utilize this expertise to make decisions regarding viability of actionable steps taken to resolve the issue and own risk assessment decisions based on severity. The AHA Risk Manager engages in frequent written and verbal call with Sellers, department management, risk analysts, and other company associates to accomplish their goals. They interact with our Sellers using multiple communication mechanisms with objectives of coaching and helping them with account health related topics.
Up to 70% of their day invovles receiving inbound and making outbound phone contact to sellers. The successful AHA Risk Manager is able to redirect difficult conversations as they engage with Sellers who are in poor standing of their selling account. The ideal candidate demonstrates ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions. The candidate may have experience in specialized investigations or escalations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision and a high degree of accuracy. AHA Risk Managers are tenacious, enthusiastic, and passionate about the employee and Seller experience.
Key job responsibilities • Act as a point of escalation for outstanding issues, questions, and concerns to Amazon Sellers in a contact center environment. • Build strong relationships with Selling Partners across the program; proactively build joint business plan action items. • Maintain a positive and professional demeanor always portraying the company in a positive light while effectively managing critical issues. • Liaise with other departments as required to resolve Seller issues and questions. • Identify Seller and Risk Manager success barriers, provide solutions, and drive change through business improvement initiatives. • Provide prompt and efficient education and service to Amazon Sellers including appropriate escalation of Sellers' issues. • Identify proactive documentation of operational procedures required to tackle known risk related patterns. • Contribute to a positive team environment and proactively aid team members with difficult contacts as needed. • Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions. • Demonstrate excellent time-management skills and the ability to work without assistance while using departmental resources, policies and procedures. • Proven ability to work in fast paced, ambiguous environment where decisions are made without compromising on customer experience.
- 2+ years of work in relevant industries such as law, customer service, investigations or project management experience - Bachelor's degree or equivalent, or experience in an industry role - Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization - Experience in relevant industries such as law, customer service, investigations or project management - Bachelor's degree or equivalent, or 4+ years of industry experience
- Experience in SQL data manipulation - Experience with Lean or Six Sigma analytical techniques - Experience working in risk/fraud analysis or in compliance organizations
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
