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
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
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
Thinks 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, or marketing
Skilled in SalesForce or equivalent case management software
Ability to multi‑task with efficiency and quality

Preferred Qualifications

1+ year 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, DAs, and/or Last Mile Operations
Proficiency in intermediate/expert functions of Excel
2+ years experience using Salesforce

Amazon is an equal opportunity 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $64,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
This position will remain posted until filled. Applicants should apply via our internal or external career site.
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