Sr. Risk Manager – Global Outsourcing, Amazon Customer Service

Amazon • Seattle, WA

8h • $109,000 - $185,000

About The Position

We are seeking a dynamic and experienced senior leader to spearhead our third-party governance, risk, and compliance management initiatives. This pivotal role will shape and execute strategies that protect customer trust while enabling operations across our global network of outsourced contact centers. You will partner with diverse stakeholders across vendors, security, compliance, engineering, legal, vendor management and policy teams to maintain and improve our organization’s risk posture, bring workstreams together and represent risk management programs to senior leadership. We’re looking for a strategic thinker with deep technical expertise in risk and compliance, exceptional stakeholder management skills, and the ability to drive complex programs to completion. The ideal candidate is a self-starter comfortable with novel challenges, able to transform complex information into actionable plans, and skilled at building consensus across global stakeholders. Strong communication skills are essential, as this role requires engaging with leadership at all levels. About the team Amazon's Customer Service Global Outsourcing organization (GO) manages Amazon’s contact center outsourcing relationships worldwide, overseeing location strategy, vendor relationships, and service delivery for all Amazon Stores. Our team builds and maintains a vendor network that delivers exceptional customer experiences while optimizing costs, increasing operational flexibility, and maintaining rigorous security standards.

Requirements

• Bachelor's degree or equivalent
• Experience in compliance, audit or risk management
• Knowledge of Microsoft Office products and applications at an advanced level
• Experience in the contact center or business process outsourcing industry
• Experience leveraging technology and implementing lean principles / Six Sigma methodologies to drive process improvements or equivalent
• Master's degree or equivalent

Responsibilities

• Manage complex risk programs across multiple internal and external organizations
• Provide oversight to the security operations program for first- and third-party infrastructure, own Shepherd and inspection goals for GO (Vendor InfoSec assessments, CS Compliance audits)
• Inform the design of, negotiate and implement comprehensive security policies for third-party vendors
• Drive continuous improvement of Amazon's and vendors' security posture through bottom-up and top-down programs
• Drive technical requirements, design, and delivery planning for security initiatives; this includes audit and assessments programs as well as Amazon owned systems and tools
• Lead resolution of finding disputes, events and escalations related to security and compliance; guide technical deep dives when needed
• Implement data-driven risk management strategies across the global network and own key success metrics
• Create and own scalable solutions for policy management, incl. exceptions, and posture tracking
• Drive simplification and automation initiatives to streamline workflows, eliminate redundancies, and scale risk management capabilities across the global network

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees