The Seller Lifecycle Management (SLM) team within Selling Partner Identity Verification (SPIV) focuses on knowing who we're doing business with at every stage of the selling lifecycle, from registering to sell in Amazon's store through any significant changes that impact selling accounts.

The Risk Manager will lead and develop a team of 6 risk specialists to drive operational excellence and strategic improvements in seller identity risk management. This role focuses on team leadership, process optimization, risk logic and cross-functional influence to improve how the organization handles escalations, strategic seller cases, and reinstatement decisions.

Key job responsibilities
Key Responsibilities
1. Team Leadership & Development
• Manage, coach, and develop Risk Specialists through regular 1:1s, performance reviews, and career development conversations
• Build team capability through training programs, calibration sessions, and knowledge sharing initiatives
• Drive hiring strategy and onboarding for team expansion as needed
• Manage team capacity planning and workload distribution
• Foster a culture of customer obsession balanced with risk mitigation
• Conduct performance management and address underperformance when necessary
• Create career development pathways and succession planning for team members
2. Escalation Process Optimization
• Oversee escalation handling across the team—define processes, SLAs, and quality standards
• Analyze escalation trends and drive root cause analysis to implement preventive measures
• Partner with cross-functional teams (Legal, Policy, Customer Trust) to resolve systemic escalation issues
• Establish escalation metrics, reporting cadence, and dashboards for leadership visibility
• Remove blockers for the team when escalations require senior-level intervention or cross-org alignment
• Coach team members on complex escalation scenarios and de-escalation techniques
• Drive continuous improvement initiatives to reduce escalation volume and improve resolution time
3. Strategic Seller Program Leadership
• Oversee managing strategic/high-value seller investigations and risk assessments and build scalable processes
• Build and maintain relationships with Account Management and business teams to balance risk and growth objectives
• Create differentiated processes and playbooks for strategic seller reviews that balance speed with thoroughness
• Collaborate with SOCR detection teams and Science teams to refine strategic seller risk models
• Track and report strategic seller metrics to leadership (enforcement rates, reinstatement rates, seller satisfaction)
• Escalate policy gaps or edge cases that require leadership decision-making
4. Reinstatement Process & Quality Improvement
• Drive the strategy to improve reinstatement decision quality, consistency, and speed
• Analyze reinstatement and restumble rate data to identify process gaps and training needs
• Partner with enforcement teams (SLM, SPIV, TSI) to reduce false positive enforcements upstream
• Develop and maintain training materials, decision frameworks, and calibration programs for the team
• Implement quality mechanisms (audits, peer reviews) to ensure consistent reinstatement standards across the team
• Track and report reinstatement performance metrics to leadership
• Advocate for policy changes or tooling improvements based on team feedback and data insights

Manager, Risk, Seller Lifecycle Management