Escalations Manager, AWS Payments and Fraud Prevention Escalations

AWS protects millions of customer accounts from fraud, abuse, and financial risk every day. When our enforcement actions create friction for legitimate customers - a suspended account, a blocked payment instrument, a spend restriction, someone needs to own the resolution, communicate with the customer, and fix the system so it doesn't happen again. That someone is you.

We are looking for a Risk Manager to join the AWS Payments & Fraud Prevention Escalations team in Seattle. This is a high-judgment role with direct exposure to VP-level stakeholders, enterprise account teams, and cross-functional engineering leaders. You will be the US West hours decision-maker for fraud escalations.

The successful candidate will own two areas:

1. Payments and Fraud Escalation Management: End-to-end resolution of customer escalations from AWS Payments and Fraud Prevention actions (non-payment suspensions, compromise enforcements, payment instrument fraud blocks, spend restrictions)

2. Real-Time Fraud Engagement: Leading P&FP's presence in leadership visibility channels where service teams, principal engineers, and account teams flag suspected fraud for rapid investigation and resolution

This role requires making irreversible enforcement or reinstatement decisions under time pressure, drafting internal deep dive summaries and customer communications that pass legal review, and balancing customer experience against fraud risk, often with incomplete information.

Key job responsibilities

Escalation Management

• Own end-to-end resolution of customer escalations originating from AWS Payments and Fraud Prevention actions
• Conduct deep-dive investigations into disputed actions, determine root cause, draft customer-facing communications and participate in customer engagement meetings as representative of AWS Payments and Fraud Prevention
• Identify patterns in escalation drivers and propose process/policy improvements to reduce recurrence

Real-Time Fraud Engagement

• Monitor and respond to leadership visibility for rapid investigation
• Triage incoming signals, coordinate enforcement decisions with science and detection teams, and communicate outcomes to senior stakeholders within SLA
• Serve as the P&FP Escalations voice during US West business hours for cross-functional fraud discussions involving VP/Director-level participants

Process & Operational Excellence

• Own the escalation playbook - build, iterate, and document SOPs that scale across a follow-the-sun team (Seattle + India)
• Build relationships with Payments Product Managers, Loss Mitigation Engineering, and P&FP Science to ensure escalation feedback informs roadmap priorities
• Represent Escalations in P&FP operational meetings, MBRs, and cross-org working groups

About the team

AWS Payments & Fraud Prevention protects every AWS customer transaction - from sign-up through billing to enforcement. The Escalations team sits at the intersection of customer experience and Payments and fraud prevention systems, handling the cases where automated or manual enforcement actions create customer friction. We investigate what went wrong, communicate with customers through their account teams, and drive improvements across detection, policy, and process to prevent recurrence.

We operate follow-the-sun with team members in Bangalore, Hyderabad, Berlin, and Seattle. The Seattle seat provides critical US West hours coverage when senior leadership, service teams, and enterprise account teams are most active.