DESCRIPTION

Job summary
At Amazon, we’re working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you’d like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver top notch Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes.
Buyer Abuse team is seeking an Investigation Manager II to manage a team of 3-5 managers and oversee a team size of 75+ employees. This individual must be eager to dive deep into processes and have an accomplished record of delivering process efficiency. The preferred candidate should have excellent auditing skills, problem solving skills, process and system knowledge, and customer service passion.
Following will be key roles and responsibilities:

Basic Operations:

Responsible for site operations and delivery on key business metrics of quality, productivity and service levels in a production environment.
Work closely with the global program owners to design and deploy business strategies
Responsible for setting the goals and vision for the function, works with Ops Analytics and global operations to identify & baseline the functional goals.
Build a deep functional knowledge to deliver on the service standards with highest precision.
People management:

Responsible for creating employee growth and development mechanisms. Enabling the next level managers in creating succession plans and talent development.
Responsible for creating employee engagement and development strategy for the site.
Will be an integral part of hiring for the team and other global functions.
Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.
Will represent the team, including all managers in the appraisal process.
Process Improvements:

Build deep business & domain knowledge to partners with program owners to identify process/ tool & SOP gaps and recommend solutions.
Identify and lead projects across various teams, develop new metrics and drive creation of new tools.
Partner with support functions such as WF/Ops Analytics team to drive operational excellence and process improvement.
Drive innovation within the team to improve operational efficiencies and customer experience
Networking:

Drive organizational goal by working with multiple internal and external stakeholders.
Drive common goals across various teams and set up effective communication channel
The person should be an innovative, results driven professional with solid people skills and a strong problem solving capability. The individual will be responsible for driving global strategy and initiatives. Would work with key business partners and stakeholders to identify improvement opportunities. The key to success in this role is the ability to understand the vision and make independent decisions with sound judgment to manage their teams to attain that vision. This individual should also be viewed as a change manager who has the ability to build right mechanisms to support any organizational change and influence teams.

BASIC QUALIFICATIONS

8+ years’ experience in operations management
3+ years’ of people management experience.
Experience interpreting data to make business recommendations

Experience as a Manager of managers for at least two years.

Bachelor’s degree in Managing Business related fields, or 2 years in equivalent and relevant work experience.

Ability to function in an ambiguous, fast paced work environment.

Strong interpersonal, verbal (speaking, listening, and interpretation) and written communication skills desired.

Has shown consistent performance in leading people.

Operational, managerial, analytical and interpersonal skills

Detail-oriented, analytical, and proactive approach to problem identification and solutions.

Ability to influence without authority, negotiate, inspire, and motivate others

Advanced working knowledge of MS Office (esp. MS Excel, Word).

PREFERRED QUALIFICATIONS

Experience in support, and/or Risk Management for Buyer/Selling Partners is preferred, but not required.

Extensive relevant industry experience (6-10 years) across Operations, Risk, Fraud investigations etc.

A track record driving change and innovation that benefits customers and selling partners.

MBA in relevant field of Operations.

Exposure to quality tools like Six Sigma, Lean operations.