Crisis Specialist , Global Security Organization (GSO)

Amazon’s Worldwide Operational Security (WWOS) organization mitigates security and operational risks to our associates, data, and physical assets. This role is based in the Global Security Operations Center (GSOC) in Goodyear, AZ, which provides global, regional, and localized crisis management response, security risk monitoring, alarm/video monitoring services, and response to workplace violence or critical incidents.

About the role

The Crisis Specialist (CS) provides strategic guidance to mitigate risk and coordinate effective responses during worldwide crisis management events. This position requires demonstrated ownership, critical thinking, customer obsession, good judgment, and concise verbal and written communication skills. Shift work is required, potentially including nights, weekends, and public holidays.

Responsibilities

• Lead real-time risk assessment and response for incidents affecting Amazon Associates and/or 3rd party delivery partners.
• Provide expert guidance to frontline teams on incident response protocols.
• Analyze incident data to identify trends and recommend process improvements.
• Analyze incident information, determine required resources, communicate action plans, and direct resources accordingly.
• Coordinate cross-functional response teams during critical incidents.
• Lead and support projects that streamline and enhance the crisis response process.

A day in the life

As a Crisis Specialist, you serve as the first line of support for frontline Amazon Associates, triaging calls from sites, drivers, and customers experiencing incidents or crises. You evaluate severity, provide expert guidance to mitigate risk, and escalate higher-severity incidents as needed. Using high-level judgment, you coordinate action to minimize life safety issues, operational disruptions, and brand impact in accordance with Amazon procedures and industry best practices. You communicate effectively under ambiguity, adapt to evolving technology and shifting priorities, and maintain subject matter expertise across Amazon tools.

Requirements

• 2+ years of Amazon experience, or 1+ years of professional work experience.
• Experience handling ambiguous or undefined challenges through strong problem-solving abilities.
• Strong English communication skills, both written and verbal, for seamless interaction with stakeholders at all levels.
• Bachelor’s degree, 4+ years of industry experience, or 1 year of GSOC experience.
• Experience performing deep investigations on complex, sensitive escalations for numerous internal stakeholders.

Preferred Qualifications

• Knowledge of project management tools and software.
• Experience in back office operations, escalation management, and troubleshooting environments.
• Experience with Lean/Six Sigma.
• Experience working in a fast-paced, team environment.
• Willingness to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.

Pay

Base salary range: $55,600 – $97,400 USD annually.

Benefits

• Sign-on payments and restricted stock units (RSUs).
• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D, and optional supplemental life plans).
• Employee Assistance Program (EAP) and mental health support.
• Medical Advice Line and Flexible Spending Accounts.
• Adoption and surrogacy reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.