HSI Ops Specialist, High Severity Incidents
Job ID: 3126574 | Amazon.com Services LLC
As a Risk Ops Specialist for High Severity Incidents (HSI), you will support the delivery of empathetic experiences for internal and external stakeholders following incidents. In this role, you will analyze incidents, support accountability processes, and contribute insights to help improve safety programs. You will be part of a rapid response coordination program that ensures timely and thorough management of high-severity incidents affecting Last Mile drivers, customers, and community members. Working with the HSI team, you will help investigate and respond to sensitive situations with professionalism and care, supporting communication processes across multiple stakeholders.
Key Responsibilities
* Adheres to Standard Operating Procedures (SOPs) for case handling while leveraging multiple Amazon tools to complete complicated, high‑judgement investigations and decision‑making.
* Evaluates root cause and performs data analysis to identify opportunities for process improvement.
* Escalates trends in issues or pain points occurring within the process.
* Builds collaborative relationships with Operations Managers and Risk Managers to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity.
* Implements and oversees ongoing projects related to SOP improvements, training efforts, and tech implementation.
* Present operational call‑outs to leadership during business reviews.
* Manages ongoing process improvement projects as outlined by stakeholders, managers, or self‑identified initiatives.
* Supports, mentors, and motivates team as a trusted business partner.
* Monitors safety, quality, productivity, and customer expectations.
* Partners with cross‑functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful.
* Think Big across the Last Mile space, delivering holistic, scalable solutions.
* Must be able to work a schedule that includes a Sunday or a Saturday.
A Day in the Life
On any given day, the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers, leaders, and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of cases that pose imminent risk to our business while having the chance to run meetings, manage projects with some ambiguity, and provide routine communication across the organization.
Basic Qualifications
* Experience with Microsoft Office products and applications.
* Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
* 2+ years of Amazon (blue badge/FTE) experience, or Bachelor's degree in management, business administration, economics, engineering, marketing.
* Skilled in Salesforce or equivalent case management software.
* Ability to multi‑task with efficiency and quality.
Preferred Qualifications
* 1+ years of performance metrics, process improvement or lean techniques experience.
* Experience in Safety, Risk Management, or investigations with a proven track record of critical thinking ability.
* 2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.
* Proficiency in intermediate/expert functions of Excel.
* 2+ Years Experience using Salesforce.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers.
Base pay for this position ranges from $31,200 per year in our lowest geographic market up to $64,300 per year in our highest geographic market. Additional compensation may include equity, sign‑on payments, and other benefits as part of a total compensation package.
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