Crisis Specialist , Global Security Organization (GSO)

The mission of Amazon’s Worldwide Operational Security (WWOS) organization is to mitigate security and operational risks to our associates, data, and physical assets. Amazon is looking for a detail-oriented individual who can provide strategic, high-level guidance to mitigate risk and coordinate an effective response during worldwide crisis management events.

The Crisis Specialist (CS) position is based out of Amazon's Global Security Operations Center (GSOC) in Goodyear, AZ. The GSOC provides: global, regional, and localized crisis management response, coordination and facilitation, security risk monitoring and subject matter expertise, assistance with alarm/video monitoring services for Amazon's operational locations, and response to significant workplace violence or critical incidents, among other daily services and projects.

Demonstrated ownership, critical thinking, customer obsession, good judgment, and concise verbal and writing skills are crucial requirements for this role, as well as a desire to drive change through creation of policies and procedures, making recommendations to the business for process improvement and capacity increases, and providing expert advice to our customers and management teams.

Shift work will be required, potentially to include nights, weekends, and public holidays.


Key job responsibilities
- Lead real-time risk assessment and response for incidents affecting Amazon Associates and/or 3rd party delivery partners - Provide expert guidance to front line teams on incident response protocols
- Analyze incident data to identify trends and recommend process improvements
- Analyze incident information, decide what resources are required to resolve the incident, communicate the plan to achieve objectives, 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.

About the team
The Global Security Operations Center works with global stakeholders to provide critical support and notification to global partners regarding incidents that have, or have the potential to, impact Life Safety, Operations, and/or the Amazon Brand.

Basic Qualifications

- 2+ years of Amazon, or 1+ years of professional work experience
- Experience handling ambiguous or undefined challenges through strong problem solving abilities
- Experience using English communication skills, both written and verbal, to foster 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
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Amazon is an equal opportunity employer 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, AZ, Goodyear - 55,600.00 - 97,400.00 USD annually