Manager Risk Investigations, Sales Abuse Prevention Operations

The Sales Abuse Prevention (SAP) Ops team has a mission to prevent abusive community content from entering our store, and when it does, limit the Customers exposure to it. We aim to preserve the Customers trust in Amazon s community content. Our customers are Amazon shoppers who use that content to make informed decisions. The role specifically requires managing a team of highly skilled investigators supporting the Machine Learning models and Data Science teams.

Summary of Responsibilities -

The ideal candidate will be in charge of managing multiple team managers. The teams consist of Investigation specialists (~75-80 headcount) who investigate buyer or seller transactions and take appropriate actions based on processes, tools and high-judgment decisions.

As a people manager, provide leadership and administrative support to their team(s) and manage them to focus on people development, minimize impact of Customer Experience/bad debt by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery and execute road-mapped projects with various stakeholders.

In addition to being responsible for achieving and exceeding defined metrics through rigorous performance management, the candidate would be expected to participate in strategic planning, project road mapping activities of the team.

The incumbent is required to demonstrate performance in the following areas:

Operations: The candidate needs to be able to drive results in a production environment. Will be answerable for teams across sites and must lead the team and stakeholders towards meeting the operational metrics of accuracy, quality, productivity and service levels. Will be responsible for setting the goals and vision for the function(s) operating within the team. Should be able to head projects coordinating with various stakeholders that influence not only his/her own team but the larger Community Trust Org as well.

Metrics: Consistently lead the group of managers to meet goals aligned to improved customer experience and meet service levels as per goals. Will also be accountable to represent the performance of his entire team/sub-function at various platforms worldwide. The candidate should be able to dive deep on metrics, facilitate discussions and solutions to outliers. Ensure the team delivers as per plan.

Process Improvement: by delivering significant Business impacts and contributions to their company through improvement to quality, productivity, or customer experience. Work with various stakeholders within Community Trust and outside SPS to ensure feature prioritization and delivery of process level improvements. The candidate will also have to enable his team to deliver on improvements. Consistently demonstrate timely delivery of projects on the roadmap to support the team and department vision.

People Development: Develop the career and skills of Managers and Investigators in the team through regular performance feedback loops. Setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within the teams and up-skill accordingly. Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Work towards creating a succession plan within the team and be able to hire the best talent for his teams and for Amazon, while acting as a mentor for both.

Networking: The ideal candidate will need to communicate with multiple stakeholders within the organization, peer group as well as support functions to ensure smooth delivery. Keep abreast of trends and fraud issues that impact our customers. Ensure Community Trust is leading the curve in identifying and preventing any new Abusive reviews.
- 3+ years of team management experience
- 8+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Experience as a manager of managers