HSI Ops Specialist, High Severity Intelligence

Description

As a Risk Ops Specialist for High Severity Intelligence (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 job 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
• Presents 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
• Maintains 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
• Thinks Big across the Last Mile space, delivering holistic, scalable solutions

Basic Qualifications

• 2+ years of professional or military experience
• 1+ years of working with computers and Microsoft Office products and applications experience
• Work 40 hours/week, and overtime as required
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Skilled in SalesForce or equivalent case management software
• Experience with end-to-end project management
• 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

Preferred Qualifications

• Experience with end-to-end project management
• 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