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.
Drive the strategy and TRMS vision for an operation of 150-200 investigators; make independent decisions with sound judgment to manage their teams to attain that vision
Facilitate understanding of broader organizational tenets and strategic goals for the business
Lead planning and execution of SLAs, capacity, and workflow plans for single / multiple functional areas in one or more sites
Organize team structure for multiple functional areas to ensure scalability for present and future volume needs
Identify opportunities and risks, dives deep, and work with internal and external teams to implement solutions
Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision; 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-location teams.
Create goal-setting, performance management, and retention strategies across multiple teams
Recognizes development needs within and across teams and builds plans to expand capabilities and provide growth opportunities for future Amazon leaders
Coach and develop managers to effectively develop their employees to meet the scalability needs of present and future organizations;
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.
Build effective and responsive interpersonal relationships. Reporting staff members, colleagues and executives respect his or her ability to demonstrate caring, collaboration, respect, trust, and attentiveness.
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.
Communicate effectively in person, print, and email. Listening and two-way feedback characterize interactions with others.
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.
Build the team and enable other staff to collaborate more effectively with each other. People feel as if they have become more -
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.
Able to let employees know directly and candidly when they are impeding the team's progress.
Support the hiring strategy for teams and key functions; lead hiring plans and execution in partnership with HR for leadership and operational positions
Recruit top-quality talent; develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
Create mechanisms to help onboard all new talent to organization; mentors others
Set and balance goals across team to optimize performance against department goals and employee development
Able to create an environment in which people experience positive morale and recognition and employees are motivated to work hard for the success of the business.
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. They provide recognition when others do the same.
Ensure team culture consistently demonstrates alignment with leadership principles; visibly tie department decisions to Amazon’s leadership principles and tenets
Scope of Work
Metrics, by consistently leading their team to meet and exceed quality, productivity and service levels and targets.
People Development, by developing the performance levels, career and skills of their managers and their teams through continuous closure of performance feedback loops.
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.
University Bachelor’s degree or equivalent work experience relevant to the role description
5+ years of experience in the services industry and / or operational environment
4+ years of management experience managing multiple-levels of leadership, performance metrics, operational KPI’s and employee and managers development
Strong hands-on approach and ability to balance day-to-day operational work and strategic long-term planning
Proven evidence of success in operational management, operational enhancement and operational change and ambiguity
Demonstrated experience managing and developing two levels of management and their direct reports
Proven coaching and leadership skills including evidence of successful career progression and growth internally within operation and establishment of proven succession planning models
Good knowledge of employment law and HR policies and procedures
Advanced communication skills in English, written and verbal, both remotely and face to face
Proven project management experience and delivery using Six Sigma knowledge or similar models such as Lean
Proven operational experience across the domain of Risk Management & Fraud
Clear understanding of phishing, malware, active content, social engineering, mule networks, fraud patterns detection, fraud workflow tool, etc.
Proven track record driving change and innovation
Experience managing multilingual teams / processes including French, German, Italian and / or Portuguese