Apet Incident Imprv. Manager. 12M , EU Trust and Safety - Partner Escalations Team

12 months Fixed Term Contract

The Investigations Manager will carry out critical incident investigations and establish, expand and standardize our team's internal investigation processes. The Amazon Partner Escalations Awareness process is to ensure fair and respectful treatment of Drivers and other employees of Amazon Partners. You contribute to re-active critical cases but also future pro-active incident mitigation.

Key job responsibilities

Your role and responsibilities:

• Investigate claims with different levels of severity;

• Deep Dive on data from various internal systems; propose remedial action based on investigation findings; production of completed investigation documentation;

• Manage assigned casework and close investigations by meeting the expected quality and SLAs;

• Consult and collaborate with business partners across (DSP Management, Corporate ER teams, Legal teams, PR and 3rd Party Vendors, Audit and Compliance).

About the team

The Amazon Logistics EU Deliver Service Partners (DSP), Amazon Partner Escalations Team owns all EU wide initiatives aimed to address workplace related escalations involving Amazon Partners and their employees. Our team provides EU Amazon Logistics community with the knowledge, the right short and long-term strategies to drive improvement and delight Drivers and DSP stakeholders, while protecting customer experience.

Basic qualifications

• Experience in program requirements definition, together with data and metrics leveraging to drive improvements
• Bachelor's degree, or 3+ years of work in relevant industries such as law, customer service, investigations or project management experience
• Proficiency in Arabic language

Preferred qualifications

• Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field that involves conducting threat assessments, workplace investigations, and/or incident response
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in software development
• Experience with case management
• Excellent written and verbal communication skills
• Attention to detail and ability to manage multiple cases simultaneously
• Proficiency in Urdu language

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