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The Restricted Products Legal team is seeking an Escalations Specialist to support and manage incoming appeals from selling partners whose products have been removed from our store. This role will also manage internal and external escalations from stakeholders and support triaging them to the appropriate resolvers. You will query and analyze data, drive process improvements, standardize current processes, and eliminate the root causes of defects within existing systems. Key job responsibilities - Systematically intake, escalate, and triage issues and requests to the relevant owners and teams and follow through on the resolutions to ensure they\'re delivered - Resolve as many issues prior to triaging as possible - Pull data from databases and work with the team\'s Business Analyst to perform weekly reporting and analysis - Upload Weekly Business Review (WBR) - Support RP Legal\'s internal customers (Retail Counsel, Selling Partner Support, Abuse Escalations team, Restricted Products, etc.) by acting as a liaison between them and RP Legal leadership - Excellent communication, both verbal and written, as you will be required to create a narrative outlining your weekly findings and the variances to goals and present these findings in a review forum - Identify unusual activity by deep diving, compiling, and leveraging information from internal reporting, data analysis, tickets, and regulatory trends A day in the life A typical day in the life of this role will be managing a queue of inbound and outbound communications with various stakeholders, all of which must be managed within a tight turnaround time. As an Escalation Specialist, you will work with compliance category specialists and leaders on the RP Legal team to drive process improvements and resolve open issues. You will attend weekly WBRs and report on your findings each week. This is a new small team within the RP Legal team so you will build processes and SOPs, and help the rest of the team improve their performance. About the team The Restricted Products Legal Team sits within Amazon NA Consumer Legal. RP Legal\'s mission is to maximize lawful selection of products offered in our US and Canada online stores while minimizing unlawful selection, product regulatory risk to Amazon, and negative impact on customer trust. We regularly engage with regulators, selling partners, external stakeholders about the health of our product-level compliance. We are open to hiring candidates to work out of one of the following locations: Arlington, VA, USA \| Seattle, WA, USA - A completed Bachelor\'s Degree from an accredited university or 5+ years of professional or military experience - 2+ years of work experience - 1+ years experience or coursework with data systems and data analysis - 1+ years of customer service experience - 1+ years of work experience in a regulatory compliance environment with a focus on execution and operational excellence - 2+ years of pulling and analyzing large sets of data - Track record of calculated risk taking to develop and deliver innovative solutions to meet or exceed customer expectations - Prior experience with project management - Strong written and verbal communications experience Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from \$47,500/year in our lowest geographic market up to \$107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplac