Manager - Investigations , KYC
Amazon, Austin, TX, United States
What is VRMO?
Our mission in Verification Risk Management & Operations (VRMO) is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and our people we manage risk across multiple geographies for multiple markets having its own diverse set of buyers and sellers. We focus on customers and scale through innovation. The VRMO team safeguards the sellers by monitoring, tracking, and managing risk to ensure long term customer satisfaction.
Key Job Responsibilities
Manager of manager’s role. In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~75-80 headcount) who investigate seller registration related documents on Amazon platforms 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 the people development of their team, minimize the impact of bad actors by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, execute roadmap projects with various stakeholders.
Be responsible for achieving and exceeding team’s defined metrics through rigorous performance management and participate in strategic planning and project road mapping activities of the team.
Demonstrate performance in the following areas:
Metrics: consistently lead the group of managers to meet goals aligned to bad actor reduction, improved seller experience and service level targets. Represent the performance of the entire team/sub-function at various platforms worldwide. Dive deep on metrics and facilitate solutions.
Process Improvement: deliver significant business impacts and contributions through improvement to quality, productivity, or customer experience. Work with stakeholders to prioritize features and deliver process level improvements. Enable the team to deliver on improvements and meet project deadlines on the roadmap.
People Development: develop the career and skills of managers and investigator teams through continuous feedback loops. Set up governance mechanisms on people processes. Identify training needs, upskill, create roadmap based on improvement areas and career aspirations, track adherence and build a succession plan. Hire best candidates and act as a mentor.
Networking: communicate with multiple stakeholders within the organization, peer group, and support functions to ensure smooth delivery of processes. Keep abreast of trends and fraud issues impacting the retail industry and ensure Amazon leads in identifying and preventing new fraud attacks.
Basic Qualifications
3+ years of team management experience
6+ years of operational and/or retail management experience
Experience using data to influence business decisions
Experience as a manager of managers
Experience across the domain of risk management & compliance operations
MBA
Preferred Qualifications
Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
Experience in operational excellence using six sigma methodologies
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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Our mission in Verification Risk Management & Operations (VRMO) is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and our people we manage risk across multiple geographies for multiple markets having its own diverse set of buyers and sellers. We focus on customers and scale through innovation. The VRMO team safeguards the sellers by monitoring, tracking, and managing risk to ensure long term customer satisfaction.
Key Job Responsibilities
Manager of manager’s role. In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~75-80 headcount) who investigate seller registration related documents on Amazon platforms 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 the people development of their team, minimize the impact of bad actors by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, execute roadmap projects with various stakeholders.
Be responsible for achieving and exceeding team’s defined metrics through rigorous performance management and participate in strategic planning and project road mapping activities of the team.
Demonstrate performance in the following areas:
Metrics: consistently lead the group of managers to meet goals aligned to bad actor reduction, improved seller experience and service level targets. Represent the performance of the entire team/sub-function at various platforms worldwide. Dive deep on metrics and facilitate solutions.
Process Improvement: deliver significant business impacts and contributions through improvement to quality, productivity, or customer experience. Work with stakeholders to prioritize features and deliver process level improvements. Enable the team to deliver on improvements and meet project deadlines on the roadmap.
People Development: develop the career and skills of managers and investigator teams through continuous feedback loops. Set up governance mechanisms on people processes. Identify training needs, upskill, create roadmap based on improvement areas and career aspirations, track adherence and build a succession plan. Hire best candidates and act as a mentor.
Networking: communicate with multiple stakeholders within the organization, peer group, and support functions to ensure smooth delivery of processes. Keep abreast of trends and fraud issues impacting the retail industry and ensure Amazon leads in identifying and preventing new fraud attacks.
Basic Qualifications
3+ years of team management experience
6+ years of operational and/or retail management experience
Experience using data to influence business decisions
Experience as a manager of managers
Experience across the domain of risk management & compliance operations
MBA
Preferred Qualifications
Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
Experience in operational excellence using six sigma methodologies
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr