Description
** This position can be located out of any physical Amazon location in the U.S. **
Resiliency protects our People, Operations, Assets and brand. We do this by being embedded within the teams that move packages and serve customers every hour of every day. The WWOS Risk & Resilience organization exists because uninterrupted operations is not optional, it is the mission. To serve our customers we must bridge Risk and Operations, assessing threats and leading our business partners through Risk Working Groups and Crisis Management Team events with credibility and operational fluency. That means knowing our customers, understanding their constraints, and helping them manage risk in the context of their network reality. Making our customers more resilient through planning, risk mitigation, and automation is our mission.
As a Resilience Manager, you will design, build, and own the systems, frameworks, and programs that enable 24/7 operational continuity across Amazon's global network. This requires both the credibility to make real time decisions during live disruption events and the strategic discipline to design durable frameworks that prevent recurrence. Dynamic risk management and operational decision making are the primary competencies. Traditional resilience planning supports the operational mission.
You will drive delivery of multiple concurrent resilience and OC programs, own customer relationships with Operations, CX, Transport, S&LP, and cross functional partners, and influence the resilience agenda at senior leadership forums including briefing L10s on Daily Business Reviews (DBRs). You will independently translate complex operational and security challenges into scalable mitigations that protect Amazon's people, operations, assets, and brand.
We operate in a 24/7 environment so we operate a follow the sun model, ensuring that we support our team, regardless of region, to delight our customers. When ambiguous or systemic challenges arise, you exercise independent judgement to develop solutions, drive cross functional alignment, and ensure business continuity across the network. This role operates within globally defined frameworks while maintaining authority to adapt procedures to local regulatory and operational requirements.
Key job responsibilities
Category 1 - Risk Management & E2E Contingency Planning (40%)
Own the end-to-end contingency playbook portfolio for the assigned region/domain - from design through validated deployment, signing off on playbook quality before regional release.
Design and build E2E contingency playbooks covering capacity loss at origin and volume impediment to destination scenarios, defining activation thresholds, decision trees, and automated PRECOG trigger protocols.
Design and conduct comprehensive risk assessments and analytical deep dives to identify threats, vulnerabilities, and capability gaps across the assigned region.
Own dynamic risk escalation protocols - defining when and how risk signals from PRECOG, SEM Dashboard, and field intelligence translate into contingency activation.
Develop risk intelligence products, strategic threat assessments, and program performance reporting for senior stakeholders.
Shape the evolution of regional resilience strategy in partnership with the Regional Resilience Lead, identifying emerging risks and capability gaps proactively.
Drive real-time operational decision-making during disruption events, exercising independent judgement to activate, modify, or stand-down contingency responses.
Validate playbook effectiveness through post-event analysis, updating activation thresholds and decision trees based on operational reality.
Category 2 - Resilience Frameworks & Program Delivery (20%)
Design, implement, and own resilience frameworks, standards, and programs that enable consistent preparedness and response capabilities across the assigned scope.
Drive multiple concurrent programs and projects from concept through delivery, owning technology roadmap input and BRD prioritization for assigned domains.
Shape technology requirements and BRD development for operational systems (PRECOG, SEM Dashboard, Umbrella, and equivalent tools), coordinating cross-functional delivery with tech, ops, and CX partners.
Design and maintain program governance documentation including RACI matrices, decision logs, and status reporting across multiple concurrent deliverables.
Translate multiple concurrent resilience initiatives into prioritized, executable work with minimal direction from senior leadership.
Establish and monitor Key Performance Indicators (KPIs) to measure program performance, risk posture, and resilience maturity across assigned areas.
Drive continuous improvement of operational procedures and protocols through lessons learned, after-action reviews, and cross-functional best practice adoption.
Build organizational resilience by developing and implementing preparedness mechanisms for a range of events that pose risk to people, operations, assets, and brand.
Category 3 - Operational Response & Crisis Coordination (20%)
Lead coordination of large-scale/crisis events, emerging threats, and high-severity incident response efforts across multiple organizations to minimize operational disruption.
Own On-Call rotation responsibilities, responding to emerging threats with direct mitigation and recovery support to field teams.
Coordinate with GSOC on incident management activation, ensuring seamless handoff between monitoring, escalation, and crisis management protocols.
Make real-time operational decisions under uncertainty - activating, modifying, or standing down contingency responses based on evolving threat intelligence and operational data.
Lead after-action reviews and incident analyses, determining root causes, driving corrective actions, and implementing mechanisms to prevent recurrence.
Build organizational resilience by implementing preparedness mechanisms and ensuring field teams can execute response protocols under pressure.
Train, advise, and partner with other functions in identifying, managing, and mitigating risks through robust standards and processes.
Category 4 - Preparedness, Training & Exercising (10%)
Own the exercise program strategy for the assigned region/domain, designing and delivering train-the-trainer programs for GSOC OC Analysts on playbook execution.
Develop and facilitate exercises (tabletop, functional drills, full-scale simulations) to validate E2E contingency plans and resilience frameworks, owning readiness and certification rates within assigned scope.
Drive training curriculum development and quality assurance, shaping and maintaining SOPs, ERPs, and response documentation to operational excellence standards.
Build organizational resilience by developing and implementing preparedness mechanisms for a range of events that pose risk to people, operations, assets, and brand.
Category 5 - Stakeholder Engagement & Cross-Functional Influence (10%)
Build and maintain strategic partnerships with Regional S&LP, Operations, CX, Transport, Legal, and cross-functional business continuity stakeholders.
Own customer/stakeholder relationships at senior level (
L8+) and drive alignment across competing priorities.
Represent the Resilience Pillar at senior leadership forums, contributing regional insights and operational expertise to enterprise-wide resilience strategy.
Brief senior leadership (Director/VP level) with data-driven Daily Business Reviews (DBRs) and strategic recommendations.
Influence resilience outcomes aligned with organizational priorities without direct authority across diverse functional and cultural contexts.
Contribute regional insights and operational expertise to enterprise-wide resilience strategy and program development through global forums.
A day in the life
No two days look the same - but here is what a typical week looks like:
Morning: Review overnight disruption event reports and the regional threat landscape. Validate that automated protocols executed as designed; flag any playbook gaps identified during live events for the continuous improvement backlog. Independently assess emerging risks that could impact operations and brief the regional leadership team.
Mid-morning: Lead a cross-functional alignment call with Ops, CX, Transport, and S&LP partners to advance a new E2E contingency playbook for a high-risk disruption scenario. Resolve competing priorities across partner organizations. Conduct a complex risk assessment for an emerging threat, developing mitigation strategies and coordinating response options.
Afternoon: Drive a program governance review, updating RACI matrices and decision logs for concurrent technology and resilience deliverables. Coordinate with GSOC on incident management protocols. Engage senior stakeholders across Operations, S&LP, and Legal on resilience maturity gaps and remediation priorities.
Late afternoon: Facilitate a tabletop exercise with GSOC Analysts and field teams to test a recently deployed playbook; document findings and translate them into actionable improvement recommendations. Lead an after-action review for a recent crisis event, determining root causes and driving corrective actions.
End of week: Prepare executive briefing content for an L10 Daily Business Review (DBR); synthesize disruption data, playbook effectiveness metrics, and risk intelligence into decision-ready narratives. Develop and deliver risk intelligence products and strategic recommendations to senior stakeholders.
Follow the sun: During your on hours, respond to emerging threats with direct mitigation and recovery support. Lead coordination of large-scale/crisis events, making real-time operational decisions under uncertainty. Activate contingency plans and coordinate response across multiple organizations to minimize operational disruption.
About the team
The WWOS Risk & Resilience organization operates across seven pillars, each owning a distinct capability domain within Amazon's global operational risk architecture. The Resilience Pillar, where this role sits, owns the development, maintenance, and continuous improvement of operational continuity capabilities, resilience frameworks, and governance structures that enable 24/7/365 operational continuity and crisis management at network scale.
The Regional Resilience Team is the execution engine for both operational continuity program delivery and resilience strategy across assigned regional scope. The team works in close coordination with:
- Risk Management: Receiving escalations when risk exceeds intervention thresholds; translating risk signals into operational action
- GSOC: Coordinating incident management and crisis management activation; ensuring 24/7 operational coverage
- Risk Preparedness: Executing training and exercise programs; validating playbook readiness
- Regional S&LP: Partnering on security risk assessments and threat intelligence
- Operations, CX & Transport Leadership: Owning customer relationships and representing resilience at senior leadership forums
The team operates within globally defined frameworks while maintaining authority to adapt procedures to local regulatory and operational requirements. The role owns customer relationships with Ops, CX, S&LP, and Transport leadership partners, and represents the program at senior leadership forums including Daily Business Reviews (DBRs) with L10 stakeholders.
This is a team of operators turned program leaders. Hands on network knowledge is non-negotiable. The ability to make real time decisions under uncertainty, to understand how volume flows through the network, and to anticipate where disruption will propagate before it arrives. These are baseline expectations, not differentiators. If you come from consulting or traditional BCM without direct operational experience, you will need to demonstrate that you can operate at network speed, think in terms of packages and customers rather than frameworks and audits, and earn credibility with field teams who live the operation every day. We protect the machine from the inside. We do not advise it from the outside.
We measure success by what didn't break, what kept moving, how much impact was mitigated, and what recovered before the customer noticed. Every framework, every playbook, every risk assessment exists to serve one outcome: uninterrupted operations.
Basic Qualifications
- 4+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
- Bachelor's degree or equivalent
- Experience handling confidential information
Preferred Qualifications
- 3+ years of program requirements definition and data and metrics leveraging to drive improvements experience
- Experience with SQL and Excel
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 - 74,200.00 - 129,800.00 USD annually
USA, TN, Nashville - 66,800.00 - 116,800.00 USD annually
USA, VA, Arlington - 74,200.00 - 129,800.00 USD annually