Job Description
DESCRIPTION
We are seeking an empathetic leader who dives deep into data and anecdotes, generates actionable insights, and communicates effectively across a broad set of stakeholders. As the Sr. Manager for High Severity Incidents (HSI), you will lead a team of risk managers who champion time-sensitive incident response and create a world-class empathetic experience to support internal and external stakeholders after an incident. The team plays an active role in the steps following an incident, including fact-finding, data collection and filling gaps, family outreach, and support to legal investigations. The insights we provide are grounded in data, actionable, and shape multiple teams’ roadmaps across the organization.
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 process 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, Nashville, TN, or New York.
BASIC QUALIFICATIONS
-7+ years team management experience
-Experience implementing process and driving towards high quality
-Experience working cross-functionally
Job Tags
Full time, Relocation,