As the Sr. Risk Manager for High Severity Incidents (HSI), you will provide world-class empathetic experiences to support internal and external stakeholders after an incident. In this role, you will deep dive incidents, driving accountability across the organization and generating insights that will mitigate risk and improve safety programs.

This is a large-scale, rapid response coordination program designed to ensure timely and thorough management of the highest severity incidents that affect any of our Last Mile drivers, customers, or community members. We investigate and handle the most sensitive of tragedies with professionalism and care, and coordinate the process of response through thoughtful communication with all involved, including the most senior leaders at Amazon. You will be responsible for the experience of our customers and community members during some of the hardest moments of their lives.

The role requires a leader who is connected to the details, advocates for customers, leads with empathy, and can effectively influence senior leaders. They will possess a detailed understanding of how to balance speed with evidence gathering and be able to champion customer trust. The leader will dive into team workflows and create efficiencies to scale and lead processes improvements. They will create mechanisms to measure quality, effectiveness, and scale globally.

A successful candidate will possess high emotional intelligence and the capacity to provide support in emotionally charged situations. This includes the ability to remain composed, empathetic, and supportive when dealing with individuals affected by a tragic incident. The candidate should embrace ambiguity and drive clarity across teams and organizations. This role requires strong relationship building skills and sound business judgment. They will be an excellent communicator, verbally and through writing, enabling them to work successfully with diverse audiences. Balancing time between projects and rapid response is a critical component for success in the position. Maturity, high judgment, negotiation skills, ability to influence, analytic skills, and leadership are essential to success in this role.

This role is required to participate in an on-call rotation to lead rapid response activities. Emotional intelligence and experience supporting crisis, incident management or trauma strongly preferred.

This role requires relocation to Nashville, TN.