Escalations Specialist, Prime Video Trust & Safety

Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Content Compliance and Quality is an essential component of Prime Video Trust & Safety charter. We are seeking an innovative and analytical Escalations Specialist to support the Prime Video Trust & Safety Operations to define and manage metrics, create content compliance processes, build mechanisms across Operations, Policy, and Business, and reduce risk across current processes. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children. As an Escalations Specialist, the selected candidate will play an integral part in supporting the growth of Prime Video's Trust & Safety operations on a global scale. Escalations Specialists own the day-to-day handling of the escalations program and work closely with the leadership team to continually enhance processes. Also, they will oversee the intake, triage and resolution of regulatory issues, policy concerns and customer complaints from around the world. The Escalations Specialist's responsibility is to conduct comprehensive risk analysis on all escalations to identify trends, root causes and develop preventative actions to mitigate the top risks. The selected candidate will work cross-functionally to ensure issues are resolved promptly and that learnings are implemented globally to prevent recurrence. Through implementation of effective governance, Escalations Specialists track progress on preventive measures and ensure accountability. This is an opportunity to transform reactive management into a proactive risk prevention program through vision implementation and hands-on management skills. This role will have wide influence across teams to positively impact customer trust.,

• Oversee escalation intake, tracking, and performance against SLAs
• Conduct quality assurance reviews and root cause analysis on complex cases
• Leverage analytics and reports to conduct weekly performance reviews, trend analysis, and identify risks, trends, and opportunities for process improvement
• Present weekly updates to leadership through the Weekly Business Review, highlighting key metrics, variances, and opportunities
• Develop and implement preventative actions to mitigate recurrence of issues
• Drive effective internal communication through narrative reports and presentation of analytical findings in review forums
• Collaborate across business units to influence policies that will prevent escalations
  
  Experience in program management, end to end delivery, root cause analysis, and communicating results to senior leadership
• Experience working in relevant industries such as law, risk management, investigations, trust & safety
• Knowledge of risk management frameworks such as risk analysis, risk assessment and governance practices
• Experience with project management practices like tracking tasks, milestones and deliverables
• Experience investigating issues, providing data-driven insights and developing mitigation plans, Knowledge of regulatory environments like privacy, safety and content regulation.
• Education or certification background such as; Six Sigma, Lean Techniques, or Project Management Professional (PMP)
• Experience liaising with cross-functional/regional stakeholders. Ability to foster collaboration.
  
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