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Crisis Management Governance and Training Manager


London, United Kingdom


Amazon is committed to the highest standards, both in business operations and employee safety and training, to provide customers with unparalleled value and quality of service. We continually strive to ensure that incidents or potential crisis events are avoided. However, no matter how thorough our preventative practices are, certain crisis situations may occur. While not every crisis may pose a threat to people or property, a crisis can disrupt our business for an extended period of time and harm our valuable company reputation.
Amazon Corporate Security (ACS) is responsible for the safety and security of all corporate premises globally. The ACS Crisis Management team is responsible for establishing and maintaining the global crisis management program to manage the impact of crisis events successfully across all regions. The Crisis Management Governance and Training Manager is responsible for ensuring that the crisis management program is aligned to the business and delivered to a consistent standard. Specific responsibilities include:

· Support the recovery of the business following a crisis.
· Provide subject matter expertise, directly supporting the Head of Incident Response and Training and the Region Crisis Managers in the development of the crisis management capability.
· Contribute to the development of the crisis management framework (including: policy, standards, aide memoires, SOPs, playbooks, escalation protocols etc).
· Develop an education and awareness program that captures attention, and promotes awareness of crisis management as well as individual and functional responsibilities.
· Administer and support the delivery of employee training, preparedness and exercise programs across the group using existing technologies such as webinars, etc. to reach remote locations and expand the program’s impact.
· Deliver interactive, immersive and realistic briefings, training and exercising to develop, rehearse and test incident to incident and crisis response capability.
· Manage the crisis management training and exercise schedule.
· Assist with the training of Incident Management Teams.
· Enhancing performance and developing metrics and a dashboard for monitoring and recording country status and capability development.
· Maintain the database of plans and associated crisis management documentation.
· Develop and implement process for validating effectiveness of the crisis management program.
· Benchmark best practices for incident / crisis management and implementation across Amazon.
· Support the implementation and uptake of the group wide mass notification system (Send Word Now) and the Call Cascade Process.
· Support the continued development of the Business Assurance Centre and our global response capability.
· Take proactive steps to prepare the business for a crisis.
· Participating in After Action Reviews.
· Monitor the regulatory environment to ensure the company adheres to any crisis management legislation.
· Build and establish networks and relations with other key internal stakeholders (i.e. AWS, Global Security Operations, HR, Facilities, Legal, and Internal Comms).
· Develop partnerships with critical partners and vendors.
· Support other Amazon Corporate Security programs: Security Operations, EHS and Business Continuity.


- Strong understanding of crisis management
- Strong problem solver by analyzing and understanding issues, problems or challenge and developing solutions
- Excellent oral and written communication capabilities and the ability to communicate incident to crisis management issues and events to technical as well as non-technical audiences.


Proven record of successful management of crises.
Has the proven ability to think outside of the box, challenge industry norms and adapt quickly to evolving requirements
Excellent in the ability to understand how and why processes and solutions are designed to deliver specific outcomes
Is self-aware, anticipates problems, adapts and meets them head on.
Strong stakeholder management, relationship building, influencing, facilitating and presenting skills
Is solutions focused – measures their output on whether issues, problems or challenges are resolved as a criteria for success
Works iteratively, delivering quickly and frequently to produce high quality documents and outputs which require little to no rework

Educated to degree level
Minimum of 5 years’ experience in a similar role.
Experience in delivering training and conducting exercises.
Customer focused
Deep Dive / Analytical
Building relationships and networks
Action oriented
Stakeholder Engagement
Influencing and negotiating
Experience of cross-functional working
Creating trust and building understanding
Team working


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