Customer Service, Threat Management Lead, WIM & Threat Mitigation

US, WA, Virtual Location - Washington

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Job summary
Protective Services is searching for a Customer Service (CS) Threat Management Lead to join the Workplace Incident Management (WIM) and Threat Mitigation Team. This position reports to the Head of Corporate WIM.

The CS Threat Management Lead is responsible for managing day-to-day Customer Service WIM operations including assessing physical security threats and conducting workplace investigations related to threats of violence, suicidal ideation, physical and verbal assault, harassment, and other types of workplace incidents. The CS Threat Management Lead is responsible for maintaining strong cross-functional partnerships with the various Customer Service stakeholders, Regional Heads of Security, Area Security Managers (ASM), Human Resources, Employee Relations, Legal, and other Amazon key stakeholders. The CS Threat Management Lead will assist the Head of Corporate WIM and Corporate WIM Operations Manager with developing Customer Service threat management strategies; policies, procedures, and processes; participate in recruitment efforts; supervise team performance; perform quality assurance; and mentor and/or coach Corporate Threat Management Specialists.

The CS Threat Management Lead will work as a peer with the Corporate Threat Management Leads for AMER, EMEA, and APAC, being an equal participant on projects and new initiatives that affect WIM and Threat Mitigation, Amazon Corporate Security, and Amazon as a whole. The CS Threat Management Lead will work across organizational lines to ensure a globally consistent process to delivery enterprise-wide success. The CS Threat Management Lead is considered Customer Service Subject Matter Expert (SME) that will assist with complex, confidential, or highly sensitive threat management incidents involving acts or threats of wrongdoing against Amazon.

The ideal candidate is an experienced threat manager and emerging leader; is a self-starter with a passion for independent and creative problem-solving; history of excellent team management; requires minimal supervision; possesses strong analytical skills; is an excellent oral and written communicator; has excellent decision-making skills; has a high-level of integrity and understands how to manage confidential information. This includes having experience in Customer Service settings that could include physical or virtual call centers, developing training for customer service associates, aligning security or threat management strategies with customer service practices to reduce incidents of inappropriate behavior.


Key job responsibilities
• Lead CS threat manager responsible for incident response to physical security threats or workplace incidents for Customer Service marketplaces.
• Identify opportunities to implement new threat management tools, approaches, or techniques applicable to Customer Service settings.
• Assist Regional Heads of Security and Area Security Managers (ASM) identify risks associated to threats and vulnerabilities to mitigate the potential impact to Amazon assets.
• Build collaborative cross-functional partnerships with Human Resources, Employee Relations, Legal, Security Operations, Investigations, and other cross-functional partners.
• Conduct interviews and meetings with victims, witnesses, and persons of interest.
• Develop and maintain strong relationships with international, federal, state, and local law enforcement agencies.
• Document, report, and appropriately escalate risks, threats or issues to internal or external stakeholders and law enforcement agencies, as required by applicable laws.
• Ability to coach, mentor and lead high performing teams to effectively manage day-to-day operations. • Design, develop, and deliver education and training on various topics related to threat management and workplace violence for Customer Service.
• Use a structured threat assessment or investigative methods and case management system to track incidents and cases.
• Perform other duties as assigned.

Basic Qualifications


• Bachelor's degree or equivalent in Business, Criminology, Social Work, Human Resources, Psychology or related field from an accredited college or university.
• 6+ years of experience conducting threat assessments, developing threat mitigation strategies, conducting investigations, managing and mentoring people, conducting risk assessments, and/or managing complex threat cases, and/or security operations.
• 1+ years of experience in customer service settings that include physical or virtual call centers, developing training for customer service associates, and developing policies or processes within a customer service setting.
• Fundamental understanding and competency using concepts, principles, and methods related to threat management, workplace violence, security operations, risk management and investigations.
• Possess highly developed written and verbal communication skills, clear and precise writing skills, and effective interpersonal skills. A proven history of building effective partnerships with internal and external key stakeholders and cross-functional teams (Human Resources, Employee Relations, Compliance, Legal).
• Proven skills and success delivering sensitive communications to victims, witnesses, customers and partners involved in crimes or other traumatic events.
• A proven history of building and managing high-performing teams and motivating them to deliver high quality results.
• Ability to identify security gaps, implement mitigating actions, provide recommendations and plans.

Preferred Qualifications

• Master’s degree or equivalent in Business, Criminology, Social Work, Human Resources, Psychology or related field from an accredited college or university.
• 8+ years' experience: conducting threat assessments, implementing threat mitigation strategies, investigations, managing and mentoring people, conducting risk assessments, and/or managing complex threat cases, and/or security operations.
• 3+ years of experience in customer service settings that include physical or virtual call centers, developing training for customer service associates, and developing policies or processes.
• Certified Threat Manager from the Association of Threat Assessment Professionals or equivalent.
• Certified Protection Professional or Professional Certified Investigator from the American Society for Industrial Security.
• Certified or familiar with WAVR-21, P.E.A.C.E or Cognitive-based interviewing, Cawood Assessment Grid for Violence or other assessment techniques.
• Certified or familiar with Mental Health First Aid, QPR, Columbia Suicide Severity Risk Scale (C-SSRS), or equivalent.
• A proven history of building effective partnerships with internal and external key stakeholders and cross-functional teams (Human Resources, Employee Relations, Compliance, Legal).
• Experience managing threat managers, investigators, and security personnel in a global organization - private sector experience.
• Results-oriented leader that possesses strong influencing skills and is comfortable working in a fast-paced, matrixed working environment.



Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Tags: ASM C Compliance Incident response Industrial Risk management Vulnerabilities

Perks/benefits: Team events

Regions: Remote/Anywhere North America
Country: United States
Job stats:  38  7  0

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