Escalations Manager, AWS Payments and Fraud Prevention Escalations

Description

AWS protects millions of customer accounts from fraud, abuse, and financial risk every day. When our enforcement actions create friction for legitimate customers - a suspended account, a blocked payment instrument, a spend restriction, someone needs to own the resolution, communicate with the customer, and fix the system so it doesn’t happen again. That someone is you.

We are looking for a Risk Manager to join the AWS Payments & Fraud Prevention Escalations team in Seattle. This is a high-judgment role with direct exposure to VP-level stakeholders, enterprise account teams, and cross-functional engineering leaders. You will be the US West hours decision-maker for fraud escalations.

The successful candidate will own two areas:

1. Payments and Fraud Escalation Management: End-to-end resolution of customer escalations from AWS Payments and Fraud Prevention actions (non-payment suspensions, compromise enforcements, payment instrument fraud blocks, spend restrictions)

2. Real-Time Fraud Engagement: Leading P&FP’s presence in leadership visibility channels where service teams, principal engineers, and account teams flag suspected fraud for rapid investigation and resolution

This role requires making irreversible enforcement or reinstatement decisions under time pressure, drafting internal deep dive summaries and customer communications that pass legal review, and balancing customer experience against fraud risk, often with incomplete information.

Key job responsibilities

Escalation Management

• Own end-to-end resolution of customer escalations originating from AWS Payments and Fraud Prevention actions

• Conduct deep-dive investigations into disputed actions, determine root cause, draft customer-facing communications and participate in customer engagement meetings as representative of AWS Payments and Fraud Prevention

• Identify patterns in escalation drivers and propose process/policy improvements to reduce recurrence

Real-Time Fraud Engagement

• Monitor and respond to leadership visibility for rapid investigation

• Triage incoming signals, coordinate enforcement decisions with science and detection teams, and communicate outcomes to senior stakeholders within SLA

• Serve as the P&FP Escalations voice during US West business hours for cross-functional fraud discussions involving VP/Director-level participants

Process & Operational Excellence

• Own the escalation playbook - build, iterate, and document SOPs that scale across a follow-the-sun team (Seattle + India)

• Build relationships with Payments Product Managers, Loss Mitigation Engineering, and P&FP Science to ensure escalation feedback informs roadmap priorities

• Represent Escalations in P&FP operational meetings, MBRs, and cross-org working groups

About the team

AWS Payments & Fraud Prevention protects every AWS customer transaction - from sign-up through billing to enforcement. The Escalations team sits at the intersection of customer experience and Payments and fraud prevention systems, handling the cases where automated or manual enforcement actions create customer friction. We investigate what went wrong, communicate with customers through their account teams, and drive improvements across detection, policy, and process to prevent recurrence.

We operate follow-the-sun with team members in Bangalore, Hyderabad, Berlin, and Seattle. The Seattle seat provides critical US West hours coverage when senior leadership, service teams, and enterprise account teams are most active.

Basic Qualifications

• 5+ years of compliance, audit or risk management experience

• Bachelor's degree or equivalent

• Knowledge of Microsoft Office products and applications at an advanced level

• Experience making enforcement decisions under ambiguity and time pressure

• Experience communicating investigation outcomes to senior stakeholders (Director/VP level)

• Experience working with cross-functional teams (engineering, data science, product, legal)

Preferred Qualifications

• Experience with AWS services, cloud infrastructure, or SaaS payment systems

• Experience with fraud detection models or risk-based decisioning frameworks

• Familiarity with payment processing concepts (chargebacks, payment instruments, billing disputes, collections)

• Experience building or improving operational SOPs for escalation or investigation teams

• Experience leading or mentoring junior investigators/analysts

• SQL proficiency or experience querying large datasets for investigation support

• Track record of identifying systemic issues from individual cases and driving process improvements

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. 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, WA, Seattle - 121,200.00 - 163,900.00 USD annually