At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
Transaction Risk Management Services (TRMS) 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.
Our Investigation Specialists will always deliver on our service standards for our customers and with zero defects. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplace.
We are looking for a self-driven Operations Manager to provide the overall management and direct leadership to an operation of 150-
200 investigators in an organizational structure of multiple management levels based in San Jose, CR. This role has site level ownership for functional areas and high level of input and engagement on strategy.
Is responsible for overseeing and developing employee performance, implementing, managing and reporting through metrics, service level agreements and key performance indicators.
Furthermore, in this position you will own and have the unique opportunity to help define the toolsets, road-maps and processes to enable the TRMS mission for safe guarding Amazon’s selling platform.
The successful candidate should thrive in an environment which offers ambiguously defined problems, big challenges, and fast-
paced changes. You will be expected to balance strategic thinking with detailed execution and solid cross-functional collaborative results-
oriented work. Success for a team such as ours can be viewed in terms of the positive impact we drive to manage risk, and the quality of actionable data we provide to our customers.
identify the new metrics and tools that are needed· Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements· Work with various Amazon internal teams (HR, Legal, Public Relations, Business teams, etc.
to provide operational support· Lead initiatives and champion projects within and outside of organization or region; influence key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery· Innovate by driving continuous enhancements and operational efficiencies across all process areas· Manage multiple teams, lead and drive development and execution of various employee development initiatives at a site level and globally including different managerial levels, sites, or cross-
maintain succession plans and support career development for teams· Identify trends in team performance and recommend / implement change to constantly raise the performance levels in the team.
They depend on this manager to treat colleagues with dignity and respect, to keep his word, to exude integrity, and display dependability and character under even the most challenging occurrences and challenges.
The manager is also open to receiving feedback from colleagues and reporting staff. He avoids a defensive response and is willing to change his behavior when the feedback is on target.
more effective, more creative, more productive - in the presence of a team builder. They are willing to sit down and problem solve when teamwork or team tasks are not on target and working effectively.
develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
Understand that she is the most significant factor in whether employees are happy at work.· Lead by example and set the pace via their expectations and behavior.
visibly tie department decisions to Amazon’s leadership principles and tenetsScope of Work· Metrics, by consistently leading their team to meet and exceed quality, productivity and service levels and targets.
Possess ability to recruit excellent team members into their team and company.· Process Improvement, by delivering significant business impacts and / or contributions to the transaction risk management business through improvement to quality, productivity, or customer experience.
Work with cross-functional and peer teams to deliver operational excellence.· Project Participation, by effectively participating in projects that involve multiple teams within TRMS business that are above and beyond the normal area of responsibility or expertise.
Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision.· Judgment and Discretion, by demonstrating the ability to manage sensitive customer information and maintain a high degree of confidentiality, exercise discretion in tactical and strategic decision making / problem solving and routinely report to management chain as required.
Make decisions that reflect adequate judgement and involve partnering with other internal stakeholder / teams as appropriate and required..