Amazon · 4 hours ago
RCES Escalation Manager, SPTO- Escalations
San Jose, San Jose, CRI
Full-time
Onsite
Entry, Mid Level
2+ years expAmazon is a customer-centric company seeking a talented individual to join their Escalation Team as an RCES Escalation Manager. In this role, you will be responsible for resolving Executive and Legal escalations, supporting new launches, and driving process improvements across multiple functions.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Supporting Stakeholders with both Legal and Executive escalations
Learn new skills/processes and provide cross skill/cross site/cross region supports
Respond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience
Process Improvements: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work
Supporting Stakeholders with both Legal and Executive escalations
Learn new skills/processes and provide cross skill/cross site/cross region supports
Respond to Executive / Legal escalations requests in real time providing education to them with the goal of achieving first contact resolution, as well as a remarkable, reproducible customer experience
Process Improvements: Identifies Seller, Compliance and Investigator/Associate success barriers, provides solutions, and drives change through business improvement initiatives. Should also possess great deep dive skills to identify the root cause on audits or CXT/ACES related work
Individual will be accountable for responding and solving executive, legal, PR and regulatory escalations within a defined SLA as per target. Individual should demonstrate functional skills and the ability to work independently while using departmental resources, policies and procedures. Maintains a positive and professional demeanour, always portraying the company in a positive light and effectively managing sensitive issues
The Registration and Compliance Escalations Support (RCES) team is a critical pillar within the Selling Partner Trust Operations (SPTO) Escalations organization, directly supporting the Selling Partner Trust & Integrity organization's North Star vision: ensuring bad actors cannot operate in our store while legitimate selling partners can grow their businesses without disruption. RCES specializes in managing executive, legal, and PR escalations while overseeing essential registration, compliance, and regulatory programs, that protect both sellers and customers across Amazon's global stores. Taking complete ownership of escalations, we manage each case end-to-end, ensuring thorough investigation and resolution while maintaining clear communication with all stakeholders. Our comprehensive deep dive documents provide executives with detailed insights into escalation trends, root causes, and proposed solutions, enabling data-driven decision-making at the leadership level
Qualification
Required
2+ years of work in relevant industries such as law, customer service, investigations or project management experience
Bachelor's degree or equivalent, or experience in an industry role
Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
Experience in relevant industries such as law, customer service, investigations or project management
Bachelor's degree or equivalent, or 4+ years of industry experience
Preferred
Experience in SQL data manipulation
Experience with Lean or Six Sigma analytical techniques
Experience working in risk/fraud analysis or in compliance organizations
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-01-22
2026-01-22
2026-01-22
Company data provided by crunchbase