Risk Manager II , Strategic Transformation & Escalation Analytics, STEER
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AI Summary
The Risk Manager drives contact elimination governance, escalation analytics, and operational reporting to ensure partner team accountability. They perform independent data analysis to validate program impact and surface emerging risks through actionable intelligence.
Risk Manager who drives contact elimination governance, escalation analytics, and operational reporting for REs-Q's STEER team. Owns independent data analysis to validate program impact, builds accountability mechanisms for partner team commitments, and translates escalation pattern data into actionable risk intelligence.
This is not a passive reporting role. The RM owns the analytical rigor that holds partner teams accountable for reducing contacts, validates whether interventions are working, and surfaces emerging risks through data before they become operational problems.
Key job responsibilities
Work on the contact elimination governance framework: validate partner team roadmaps against OAS targets, conduct independent impact analysis, monitor intervention effectiveness, and escalate when commitments are missed
Perform root cause analysis on volume trends, identifying systemic drivers, upstream ownership gaps, and defect patterns.
Develop data-driven accountability mechanisms: joint data validation processes, formal agreement documentation, active monitoring of timing and impact against committed ECDs
Present data-backed risk assessments, gap analyses, and program recommendations to senior leadership
Build and maintain analytical models that measure contact reduction attribution (distinguishing organic decline from intentional intervention)
Create operational reporting for leadership (WBR/MBR/QBR): metrics narratives with vectors, comparison context, and causal analysis
Partner with science teams to validate AI/automation impact on contact volumes.
Define and instrument success metrics for STEER programs (contact elimination rate, governance compliance, reporting accuracy, DA%)
A day in the life
Start day reviewing dashboards and partner team progress against committed ECDs. Identify which initiatives are on track, slipping, and which have stalled without explanation. Validate whether a recently launched item is actually reducing contacts or just displacing them. Meet with partner program teams to challenge their self-reported progress with independent analysis. Build the data section of an upcoming xBR narrative.
Afternoon: deep dive into a volume spike, trace it to root cause, draft the escalation brief with specific owner, impact, and recommended PA. Close the day updating governance tracking and flagging risks.
About the team
STEER (Strategic Transformation, Escalation Excellence & Reporting) drives business transformation and process improvement. STEER operates as the analytical backbone that validates whether risk programs are actually delivering outcomes, not just activity. Basic Qualifications: - 4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Bachelor's degree or equivalent
- Experience in program requirements definition, together with data and metrics leveraging to drive improvements
- Experience with research and investigation skills or equivalent
- Experience with AI/ML technologies
- Experience coordinating between technical teams, peers and business stakeholders Preferred Qualifications: - Professional auditing qualification, or similar risk or compliance credentials
- Experience with explainable machine learning and artificial intelligence methodologies and tools
- Experience in Python, Perl, or another scripting language
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Knowledge of statistics or other analytical techniques
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.
This is not a passive reporting role. The RM owns the analytical rigor that holds partner teams accountable for reducing contacts, validates whether interventions are working, and surfaces emerging risks through data before they become operational problems.
Key job responsibilities
Work on the contact elimination governance framework: validate partner team roadmaps against OAS targets, conduct independent impact analysis, monitor intervention effectiveness, and escalate when commitments are missed
Perform root cause analysis on volume trends, identifying systemic drivers, upstream ownership gaps, and defect patterns.
Develop data-driven accountability mechanisms: joint data validation processes, formal agreement documentation, active monitoring of timing and impact against committed ECDs
Present data-backed risk assessments, gap analyses, and program recommendations to senior leadership
Build and maintain analytical models that measure contact reduction attribution (distinguishing organic decline from intentional intervention)
Create operational reporting for leadership (WBR/MBR/QBR): metrics narratives with vectors, comparison context, and causal analysis
Partner with science teams to validate AI/automation impact on contact volumes.
Define and instrument success metrics for STEER programs (contact elimination rate, governance compliance, reporting accuracy, DA%)
A day in the life
Start day reviewing dashboards and partner team progress against committed ECDs. Identify which initiatives are on track, slipping, and which have stalled without explanation. Validate whether a recently launched item is actually reducing contacts or just displacing them. Meet with partner program teams to challenge their self-reported progress with independent analysis. Build the data section of an upcoming xBR narrative.
Afternoon: deep dive into a volume spike, trace it to root cause, draft the escalation brief with specific owner, impact, and recommended PA. Close the day updating governance tracking and flagging risks.
About the team
STEER (Strategic Transformation, Escalation Excellence & Reporting) drives business transformation and process improvement. STEER operates as the analytical backbone that validates whether risk programs are actually delivering outcomes, not just activity. Basic Qualifications: - 4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Bachelor's degree or equivalent
- Experience in program requirements definition, together with data and metrics leveraging to drive improvements
- Experience with research and investigation skills or equivalent
- Experience with AI/ML technologies
- Experience coordinating between technical teams, peers and business stakeholders Preferred Qualifications: - Professional auditing qualification, or similar risk or compliance credentials
- Experience with explainable machine learning and artificial intelligence methodologies and tools
- Experience in Python, Perl, or another scripting language
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Knowledge of statistics or other analytical techniques
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.
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