Manager I, Investigations, Account Integrity id-12276
Description
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. This position will play a critical role supporting shoppers in our stores.
Account Integrity Team works to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through people and technology, we manage risk across hundreds of services and multiple geographies, focus on our customers and scale through innovation.
Manager - Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.
In addition to being responsible for achieving and exceeding team’s defined metrics through sustainable change or process improvement. She / he will be expected to participate in strategic planning, project road mapping activities of the team.
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The candidate also needs to communicate with multiple stakeholders within the organization - the peer group as well support functions to ensure smooth delivery of the processes being handled.
Key job responsibilities
- Direct supervisory responsibility of a team of 15+ Investigators
- Lead a core group of Investigators to maximize their team’s output and ability to meet operational targets within a very fast-paced/time-critical and demanding environment.
- Provide individual coaching feedback sessions and weekly one-on-ones that focus on improving customer satisfaction.
- Manage and drive staffing plans, schedules, quality initiatives, process change initiatives, projects as required.
- People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition.
- Monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
Basic Qualifications
- Bachelor's degree
- 2+ years of operational and/or retail management experience
- 1+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Exceptional operational, managerial, analytical and interpersonal skills
Preferred Qualifications
- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques
- Knows how to use data and analytics to make informed decisions.
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.
