Description

At Amazon, we're working to be the most customer-centric company on earth. We are looking for talented and motivated people. If you'd like to help us build a safe place to find and buy anything online, this is your chance to make history. We are looking for a good 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 a Manager II, Investigations to manage a team of 3-5 managers and oversee a team size of 65+ 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 good 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 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

• 3+ years of team management experience

• 8+ 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

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