Risk Specialist, Relay Product Excellence

Amazon – Middle Mile is seeking a Risk Specialist to support the Voice of the Driver (VoD) program, which consolidates feedback submissions across multiple experience pillars. This is an exciting opportunity to join a growing team focused on identifying patterns, driving cross-functional mitigation, and translating feedback into measurable improvements.

In this role, you will work with large-scale feedback data, identify systemic pain-point patterns, build deep-dive reports and dynamic visualizations, and coordinate with stakeholder teams to ensure classified issues are routed, tracked, and resolved. You will own defined risk projects within the program applying risk management best practices to mitigate issues, improve processes, and increase the visibility of risks to leadership.


Key job responsibilities
• Identify recurring pain-point patterns, trends, and systemic issues across experience pillars and translate findings into actionable mitigation plans
• Consolidate feedback from various sources into a unified pillar-based view; apply risk management best practices to drive process improvement
• Triage classified tickets, route to owning stakeholder teams, and establish accountability with timelines and escalation paths
• Track mitigations through completion defining requirements, facilitating progress, identifying blockers, and escalating stalled items appropriately
• Drive productive discussions with supporting teams and help impacted stakeholders reach consensus
• Deliver pillar-based leadership narratives with curated anecdotes, metrics, progress updates, and action items; present findings in review forums
• Build and maintain dashboards to support self-service metrics reporting
• Coordinate with product teams to validate new features against feedback signals and provide continuous sentiment monitoring post-launch
• Improve team efficiency by optimizing previously defined controls and processes
• Systematically escalate problems or variance in information to relevant owners and teams; work within time constraints to meet critical business needs



About the team
Relay Product Excellence (RPE) is a team that provide scalable solutions to Relay technology by creating programs where no automation exists today or a technology solve might be prohibitively expensive. RPE’s mission is to continuously increase the effectiveness of Relay’s technology by proactively monitoring processes and operational compliance. RPE will continue to supplement Relay Products by focusing on impactful initiatives in identity verification, quality audits, process improvements and emerging opportunities.

Basic Qualifications

- Bachelor's degree or equivalent
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- 3+ years of relevant experience in risk management, operations, logistics, or related field
- Experience identifying patterns, trends, and process gaps using data to inform risk mitigation decisions
- Demonstrated ability to coordinate delivery of projects defining requirements, facilitating progress, identifying blockers, and escalating appropriately
- Strong written and verbal communication skills (e.g., risk assessments, project requirements, escalation responses, narratives)

Preferred Qualifications

- Experience with mitigation lifecycle management or pain-point resolution tracking
- Working knowledge of SQL for querying and validating data
- Experience with reporting and Data Visualization tools such as QuickSight / Tableau / Power BI
- Familiarity with voice-of-customer programs, transportation risk, or feedback-driven process improvement

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