Risk Manager, Customer Safety Insights & Investigations

The Customer Safety Insights & Investigations (CS2I) team within RISC is looking for a Risk Investigator to lead high-judgment, high-impact investigations into potential product safety hazards. The cases you will handle are often time-sensitive, complex, and require coordination across multiple teams, including Legal, Policy, Operations, and regional safety partners.

You will review nuanced safety incidents, analyze evidence from multiple sources, and determine whether a product poses a meaningful risk to customers. Many of the escalations you will own are high visibility and may involve sensitive customer experiences, safety hazards, or potential liability exposure. Your work directly helps prevent recurrence of safety issues and strengthens customer trust in Amazon’s stores.

This role is ideal for someone who enjoys solving intricate problems, thrives in ambiguity, and wants to play a key role in protecting customers at scale.

Key job responsibilities
Investigation & Case Leadership
- Own the end-to-end investigation of complex, urgent, and sensitive product safety escalations.
- Combine customer reports, product details, incident data, and expert guidance to determine what happened and what the appropriate action should be.
- Navigate ambiguity with high judgment, applying consistent logic while adapting to the nuances of each case.
- Document findings clearly and maintain audit-ready case files.

Deep Analytical Problem Solving
- Conduct thorough deep dives that uncover root causes, contributing factors, or early indicators of broader concerns.
- Synthesize evidence from multiple sources to reach accurate conclusions, even when data is incomplete.
- Identify patterns in cases that may warrant additional follow-up by partner teams.

Cross-Functional Collaboration
- Work closely with Legal, Product Compliance, Operations, and policy subject-matter experts to validate findings or gather additional perspective.
- Engage with international teams to ensure alignment on cases that span regions or require localized interpretation.
- Communicate concisely and professionally to drive timely resolution of high-impact cases.

Customer-Focused Decision-Making
- Apply sound judgment to recommend mitigations that prioritize customer safety.
- Ensure decisions follow Amazon’s policies and balance customer impact with business considerations.
- Move with speed and accuracy, especially during time-sensitive escalations.

Continuous Improvement & Ownership
- Identify opportunities to streamline investigation workflows while maintaining high quality.
- Share learnings with peers to improve team consistency and strengthen overall safety mechanisms.
- Demonstrate ownership by proactively closing gaps and anticipating next steps in complex investigations.

A day in the life
You begin by triaging urgent safety escalations from multiple regions. Throughout the day, you analyze images, review claims, read customer reports, and consult with Legal or Compliance SMEs when a case presents new nuances. You may work with investigators in other geographies to align on the interpretation of evidence. You complete several high-quality investigations, document your findings, and highlight insights that may inform broader safety discussions within the team.

About the team
CS2I investigates product safety concerns, interprets complex signals, and partners across Amazon to drive actions that protect customers. Our investigators handle some of the most sensitive and high-impact safety cases across Amazon’s global stores. We value curiosity, high judgment, clear communication, and a strong commitment to customer safety.

Basic qualifications

- Bachelor's degree or equivalent
- 4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Experience handling confidential information
- Experience in data analysis and leveraging analytics to make decisions

Preferred qualifications

- 3+ years of program requirements definition and data and metrics leveraging to drive improvements experience
- Professional auditing qualification, or similar risk or compliance credentials
- Experience with SQL and Excel
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company

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.