AI Content and Regulatory Analyst - Trust and Safety

Description

The Content and Regulatory Analyst (CRA) is a specialist role in AWS Trust and Safety covering content abuse and the regulatory obligations attached to it, across AWS infrastructure and AWS AI services. The role covers CSEA, image-based sexual abuse, terrorist and violent extremist content, AI-generated harmful content, and other content abuse types. You will make per-case content determinations — with defensible reasoning and chain of custody — for abuse on the AWS platform including AWS AI/ML services (e.g., Bedrock, SageMaker AI, and the growing set of GenAI-backed services), and you will handle the escalations and mandatory reporting obligations that come with them. While the role centers on complex content abuse across the AWS platform, including AI services, you will also act as a subject matter expert (SME) on policy and regulatory guidance across complex content abuse types spanning multiple AWS services, providing SME advice and escalation support to T&S and cross-functional partners.

You will collaborate across T&S and with cross-functional stakeholders (T&S Policy, Legal, Product and Engineering Teams), to drive the programs and processes that handle content abuse on AWS. The role is both operational and strategic. Operationally, you will liaise with AWS Product and Engineering and external partners to action abuse reports, respond to regulatory inquiries, craft customer-facing messaging, and resolve escalations. Strategically, you will support anti-abuse preparedness and response planning, including readiness for new regulation: defining project goals, building project plans, managing timelines across multiple stakeholders, and ensuring projects are delivered on time and meet their success metrics.

A defining feature of this role is its relationship to automation. You will not only review content — You will work with Policy, Product and Engineering to improve how content abuse is detected and prioritized, using case outcomes to improve accuracy over time. You will also create procedures and support initiatives — including content and training — that educate AWS customers on the responsible use of the AWS platform and services in a manner that prevents abuse or enables swift response. As one of the more technically proficient members of the team, you will also act in a mentor capacity whenever possible, helping ensure the continued growth and success of the AWS Trust & Safety team.

Key job responsibilities
- Review complex and AI abuse cases and make per-case determinations with defensible reasoning and chain of custody, handle customer escalations, coordinate across T&S and cross-functional teams (Legal, Product and Engineering), and produce written summaries or verbal briefings for senior leadership.
- Manage mandatory reporting of child sexual abuse material and other statutory reporting obligations, meeting required timeframes.
- Run operational responses to content regulation across multiple jurisdictions, including takedown requests, regulatory inquiries, and transparency reporting, working with Legal and T&S Policy.
- Identify bottlenecks and improve and evolve abuse-handling processes for T&S Operations — including creating and updating procedures and customer communications
- Partner with engineering teams to improve how content abuse is detected and prioritized, and recommend where automation can be extended, supported by documented case outcomes.
- Work with T&S, AWS Product and Engineering, and cross-functional partners to assess the risk that new services, products, or features may be abused — outlining risks and identifying short- and long-term mitigations.
- Track emerging content and AI regulation, AI safety trends and industry practice; identify emerging risks, assess their operational impact on AWS, and work across T&S and AWS to develop mitigation plans.
- Analyze case trends and emerging abuse patterns against upcoming and proposed legislation; translate findings into written memos and recommendations for Policy and Legal stakeholders to inform forward-looking policy and regulatory readiness.
- Analyze case data to find trends that signal opportunities for process improvement, automation, or emerging risks T&S needs to plan for.
- Define project goals and objectives with cross-functional teams; create detailed project plans (timelines, milestones, resource allocation); and manage timelines to ensure on-time delivery.
- Mentor and support the development of T&S team members, sharing expertise and acting in a mentor capacity to strengthen the team's ability to mitigate large-scale and complex abuse events.

About the team
You'll be joining the AWS Trust & Safety (T&S) Team, a global unit dedicated to protecting AWS services from abuse while maintaining customer trust. The team acts as the first line of defense for AWS, analyzing trends and reporting findings to service teams. Your role will involve working closely with various stakeholders — including Policy, Legal, and AWS Account teams — to develop scalable and sustainable solutions that protect against and mitigate abuse. The T&S team is crucial to ensuring that Amazon Web Services remains the most customer-centric company on Earth.

Diverse Experiences: Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

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Content Advisory This role involves exposure to disturbing content. This position requires the visual assessment of highly sensitive material, including child sexual abuse material. Support and well-being resources are provided for individuals in this role.

Basic Qualifications

- 3+ years of network and operating system support experience
- 3+ years of information security and compliance experience
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
- 4+ years of experience in Trust & Safety content review, regulatory operations, legal operations, or child-safety hotline or NGO work, covering child safety and other legally sensitive content categories - ideally in a complex, regulated environment, with a strong understanding of T&S governance, content regulation, and emerging trends.
- Demonstrated experience as a subject matter expert handling and investigating complex content abuse types across multiple services, including providing escalation support to internal and external stakeholders.
- Experience creating reusable decision frameworks, playbooks, or interpretive guidance that turn individual knowledge into shared, auditable institutional assets.
- Strong decision-making capability; ability to make decisions with imperfect or incomplete information and to ask the right questions to drive a decision forward. Demonstrated capacity to assess new products and services, identify ways in which they can be abused, and consult on ways to mitigate the potential for abuse.
- Excellent written and verbal communication skills with the ability to influence leadership, stakeholders, and peers at varying levels of the organization. Strong interpersonal skills and demonstrated ability to navigate ambiguity and drive impactful execution across cross-functional teams.
- Exceptional project management and planning skills, including the ability to prioritize and manage multiple cross-functional initiatives simultaneously. Self-motivated and able to thrive in a fast-paced, high-volume work environment while comfortably handling ambiguity.
- Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience. Team player with the ability to work in large groups and independently.

Preferred Qualifications

- Experience in technical support
- As this role supports a T&S technical team, a certification or experience operating within a technical trust and safety environment (or equivalent) is ideal.
- Experience mentoring or coaching team members in a trust and safety or technical support environment.
- Experience in building AI and automation tooling.
- Experience in crisis management or handling high-stakes customer escalations related to AI or trust and safety issues.
- Understanding of societal/governance issues surrounding content abuse that impact the trust and safety and responsible AI spaces.
- Technical understanding of how AI/ML products and services function.
- Strong analytical skills with experience in data analysis and visualization tools to track and report on AI safety metrics.
- Experience creating and delivering training programs on responsible AI use or trust and safety best practices.
- Experience applying AI safety frameworks and best practices to assess and mitigate risk in new products and services.

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.