Investigations Manager I, Investigations

Other Jobs To Apply

<strong>Description<br><br></strong>You must be physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal.<br><br>Remote Work Requirement<br><br>A reliable ISP (internet bandwidth of at least 200 MBPS speed or higher) connection, either through DSL, fiber or a cable modem, and should have at least 100 GB data from a reliable provider. Internet and power back up must be available in case of connectivity/power outages.<br><br>Your work area should be a private space in which you are not overlooked or disturbed. Your work area must be free of distractions such as barking dogs, television noise, music, children, etc.<br><br>You must be able to devote full attention to the Amazon customer.<br><br>Key job responsibilities<br><br><strong>People Management<br><br></strong><ul><li> Leading and developing a team of 18-21 investigations associates; responsible for the overall performance management, coordination, and evaluation of the team using both traditional and data-driven insights.</li><li> Develop and achieve performance goals and objectives aligned with network-wide vision, utilizing performance analytics tools to track progress.</li><li> Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; responsibilities include interviewing, implementing structured training programs, work allocation, and performance reviews supported by analytics tools.</li><li> Mentoring new managers and high-potential employees, including guidance on leveraging available technology and process improvement methodologies.</li><li> Leading Site Level initiatives; primary owner of functional responsibilities that impact overall site, with focus on implementing efficient digital solutions where applicable.</li><li> Communicating policies and updates to investigations associates through established channels and digital platforms.</li><li> Ensure compliance and consistency through systematic monitoring and documentation processes.<br><br></li></ul><strong>Business/Operations Management<br><br></strong><ul><li> Management of SLAs using real-time tracking systems and performance dashboards.</li><li> Responsible for quality and productivity of assigned team, leveraging both traditional metrics and AI-assisted quality monitoring tools.</li><li> Developing and achieving performance goals through data-driven decision making and operational excellence.</li><li> Identifying customer issues through:</li><li> Analysis of customer feedback and trends</li><li> Implementing targeted solutions</li><li> Using available AI tools for pattern recognition</li><li> Building process improvements based on findings</li><li> Drive process improvement and continuous improvement culture through:</li><li> Traditional 'kaizen' and lean methodologies</li><li> Strategic automation where applicable</li><li> Data-driven process optimization</li><li> Cross-functional collaboration</li><li> Identifying and eliminating barriers to accuracy, productivity, and quality by:</li><li> Conducting regular process assessments</li><li> Implementing automated solutions for routine tasks</li><li> Using analytics to identify bottlenecks</li><li> Developing standardized operating procedures</li><li> Leveraging appropriate technology solution<br><br></li></ul><strong>Basic Qualifications<br><br></strong><ul><li> Basic Qualifications:<br><br></li></ul>Education and Experience:<br><br><ul><li> Bachelor's Degree from an accredited university</li><li> 2+ years people leadership experience managing teams of 10-25 direct reports</li><li> Contact Center Operations experience. Leadership and Change Management:</li><li> Demonstrated success in leading teams through process changes and improvements</li><li> Experience in developing and implementing standard operating procedures</li><li> Proven ability to coach teams on problem-solving methodologies. Communication:</li><li> English language fluency</li><li> Ability to effectively communicate complex problems and solutions to various stakeholders</li><li> Experience in documenting and presenting process improvement initiatives. Process Improvement Expertise:</li><li> Proven experience implementing process improvement methodologies</li><li> Knowledge of root cause analysis tools and techniques (5-Why, Fishbone diagrams, Pareto analysis)</li><li> Experience leading continuous improvement initiatives and measuring their impact. Analytical and Decision-Making:</li><li> Strong analytical skills with ability to identify trends and patterns in data</li><li> Experience in performance tracking and metrics-based decision making</li><li> Capability to translate data insights into actionable improvements.<br><br></li></ul><strong>Preferred Qualifications<br><br></strong>Technical Skills:<br><br><ul><li> Advanced proficiency in Microsoft Office Suite, particularly Excel for data analysis, pivot tables, and reporting</li><li> Experience with data visualization and process mapping tools</li><li> Demonstrated ability to use analytical tools for root cause analysis and problem-solving.<br><br></li></ul>Project Management:<br><br><ul><li> Understanding of project management methodologies and their practical application</li><li> Experience in leading cross-functional process improvement projects</li><li> Ability to manage multiple initiatives while maintaining operational excellence.<br><br></li></ul>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.<br><br><br><strong>Company</strong> - AOSP - Manila<br><br>Job ID: A3076887

Back to blog

Data Entry Question and Answer

$150 $49

Remote Question and Answer

$150 $49

Virtual Assistant Question and Answer

$150 $49

Content Moderator Question and Answer

$150 $49

Customer Service Question and Answer

$150 $49

Video Game Tester Question and Answer

$150 $49

Related Posts