Sr. Investigation Manager, Payment Risk Operations
Amazon
San Jose, CR
hace 1 día

Job 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.

Payment Risk Operations 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.

Core Responsibilities

  • In charge of managing a group of frontline managers and their specialists who investigate buyer transactions on Amazon.
  • com platforms and take appropriate actions based on processes, tools and high-judgment decisions.

  • Provide leadership and administrative support to their team(s) and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting / achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
  • Participate in strategic planning, project road mapping activities of the team.
  • Identifies trends in team performance and recommends / implements change to constantly raise the Performance levels in the team.
  • Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
  • Understand PRO’s vision and make independent decisions with sound judgment to manage their teams to attain that vision.
  • Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
  • Actively manage investigator capacity 7 days a week and the triggers for creating investigations to balance global investigation supply and demand.
  • Provide focused feedback loops for managers and investigators based on crisp performance and quality data.
  • Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to identify new fraud Modus Operandi.
  • Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.

  • Work with software and program management teams to articulate and prioritize feature needs for investigation tool sets.
  • Recruit top-quality frontline managers. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
  • BASIC QUALIFICATIONS

    Basic qualifications -

    Must be part of PRO Organization

    At least one year as PRO L4 Investigations Manager.

    Proven operational, analytical and interpersonal skills.

    Strong attention to detail and organizational skills.

    Schedule flexibility

    PREFERRED QUALIFICATIONS

    Preferred qualifications -

    A Bachelor’s degree is preferred and / or relevant experience.

    Proven ability to interact with senior and corporate leadership.

    Knows how to use data and analytics to make informed decisions.

    Ability to thrive in an ambiguous and fast-paced work environment. Advanced working knowledge of MX Office (esp. MS Excel).

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