Triage Manager, Protective Services Investigations, Protective Services Investigations

Amazon Protective Services (PS) Investigations Group (IG) is looking for a Triage Manager to be part the Corporate Investigations team! The Triage Manager is a leadership position, and will focus on leading a team of contracted Triage Analysts that support the Protective Services Investigations Group. This role reports to the Corporate Investigations Global Operations Manager. The candidate will be responsible for developing, managing and maintaining a team of contract Triage Analysts (globally) involving incidents that occur in corporate sites globally. The ideal candidate will be able to thrive in a constantly changing environment, able to work collaboratively on a diverse range of security-related topics, while also working independently to complete tasks and projects when needed.

Triage Analysts (TAs) are the front door to the Protective Services Investigation Group, and make impactful decisions under tight time constraints, every day, 24/7. TAs must analyze incoming requests for service, determine priority, interact with victims and engage with appropriate support resources, which recording information quickly and accurately for follow up investigation.

The Triage Manager is responsible for ensure personnel are appropriately trained and supported and the work product meets quality standards. The Triage Manager is also responsible for assisting in the budgeting process, identifying process gaps or failures, developing solutions and representing the Triage team when required. The Triage Manager is a critical role in the risk identification and mitigation process and is also part of the Corporate Investigations Leadership team.

Our positive and supportive culture encourages our people to do their best work every day. We have 16 leadership principles that help guide us in our everyday decision-making process. We believe they are a clearer articulation of those things that have always been a part of what makes Amazon great – things that we must consciously hold on to in fulfilling our mission to be Earth’s Most Customer Centric Company. We are continuously looking for new ways to maintain a culture where our people excel and lead healthy and happy lives. It is always Day One!


Key job responsibilities
• Manage and lead a team of contracted Triage Analysts globally, whose primary function is to respond to and provide support to victims of threats, inappropriate behavior within Amazon corporate sites, around the world.
• Hire, train and develop a team of Triage Analysts in support of the Protective Services Investigations Group (PSIG).
• Develop and manage processes and workflows to effectively and efficiently triage incidents referred to PSIG.
• Quality check and review incidents that are responded to and created by Triage Analysts within the PSIG case management system prior to case assignment to Threat Managers and Investigators.
• Utilize a structured investigative workflow and case management system to track and close investigations.
• Lead and/or participate in training. Share knowledge with co-workers, and provide feedback to others.
• Be able to conduct and manage investigations utilizing both automated and manual tools, such as Adobe Photoshop, Adobe Acrobat DC, Adobe Lightroom, Adobe Bridge, Microsoft Word, Lenel, Quip, SharePoint, Microsoft Outlook, Amazon Chime and a cloud-based case management system.
• Develop, manage and/or participate in projects that range from intermediate to complex in nature.

A day in the life
The Triage team supports a wide variety of customers, including workplace incident management, investigations, HR, Legal and others with a role in identifying, managing and mitigating risk across the corporate side of the business. Triage manages incidents referred for action, during the during the first hour after it is reported. It is the period of time when the fewest facts are available, and when there is a high interest by senior leadership for answers. The environment is ambiguous at times and and requires a calm and thoughtful approach to decision-making.

About the team
The Protective Services Investigations Group (PSIG) is an alliance of three separate teams, which share the services of the Triage team. These teams include Corporate Investigations, Workplace Incident Management (threats) and Internal Protection. All three teams are lead by a Senior Manager and each team has a cadre of experienced managers and leads, located across the globe, in all three regions (AMER, EMEA and APAC). Triage Analysts are positioned in four hub cities - Seattle, Arlington, London and Cape Town. The Triage team is part of Corporate Investigations. The TA Manager reports to the Corp Investigations Global Ops Manager.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• Four+ years wo