Investigations Manager III, SAP Ops

Amazon Inc.; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Amazon is seeking an experienced L6 Operations Manager within SAP Ops to own the end-to-end operational performance for a large abuse-prevention function. You will lead a sizable team of investigators and analysts, drive performance narratives, and push for automation and process improvements to safeguard customer trust.

The role requires strategic thinking, data-driven decision making, and strong people leadership to build a high-performing org that balances detection accuracy with customer

Qualifications

• 15+ years of operational and/or retail management experience.
• 6+ years of team management experience.
• Experience using data to influence business decisions.
• Experience across the domain of risk management & fraud.

Responsibilities

• Operational Ownership: Own end-to-end operational performance for your function within SAP Ops, including throughput, quality, SLA adherence, and cost efficiency.
• People Leadership: Lead, coach, and develop a team of L4/L5 investigators, team leads, and support staff.
• Process Excellence & Automation: Identify and eliminate operational bottlenecks through Lean/Six Sigma methodologies; drive automation with tech and science teams.
• Investigation Strategy: Define and refine investigation frameworks, SOPs, and escalation paths for complex abuse cases.
• Stakeholder Management: Serve as primary contact for cross-functional partners; influence roadmaps with data-driven insights.
• Program Management: Lead and deliver strategic programs to improve detection accuracy and partner experience.
• Metrics & Reporting: Define, track, and report key operational metrics; build dashboards for real-time health.
• Risk & Compliance: Ensure investigations comply with policies and identify emerging abuse trends.

Skills

Data-driven decisions

Risk management & fraud

Operational/retail management

Tools

Excel

SQL

Job description

Job ID: 10565189 | ADCI HYD 20 SEZ - H94

Sales Prevention Abuse Ops (SAP Ops) is at the forefront of protecting Amazon's marketplace integrity by identifying, investigating, and mitigating seller abuse at scale. As an L6 Operations Manager in the Invest job family, you will own and drive the operational strategy for a critical abuse-prevention function, leading a high-performing team of investigators and analysts who safeguard the trust of millions of customers and selling partners worldwide. You will be responsible for providing overall management for a team of ~180 employees and direct leadership to the operations team. This role demands a leader who thrives in ambiguity, can translate complex data into decisive action, and is relentless about raising the bar on both operational excellence and team development. You will operate at the intersection of investigation, enforcement, and process innovation & designing mechanisms that not only resolve today's abuse vectors but anticipate tomorrow's threats.

Key job responsibilities

• Operational Ownership: Own end-to-end operational performance for your function within SAP Ops, including throughput, quality, SLA adherence, and cost efficiency. Drive weekly/monthly business reviews and own the narrative on performance trends, root causes, and corrective actions.
• People Leadership: Lead, coach, and develop a team of L4/L5 investigators, team leads, and support staff. Build a culture of ownership, continuous improvement, and customer obsession. Own workforce planning, hiring, onboarding, and performance management for your org.
• Process Excellence & Automation: Identify and eliminate operational bottlenecks through Lean/Six Sigma methodologies. Partner with tech and science teams to drive automation, improving tooling, and machine-learning-assisted decision-making that reduce manual effort and improve accuracy.
• Investigation Strategy: Define and refine investigation frameworks, standard operating procedures (SOPs), and escalation paths for complex abuse cases including collusion, catalog manipulation, review abuse, and seller identity fraud.
• Stakeholder Management: Serve as the primary point of contact for cross-functional partners including Product, Science, Legal, and Policy teams. Influence roadmaps and policy decisions with data-driven insights from the operations floor.
• Program Management: Lead and deliver strategic programs and initiatives that improve detection accuracy, reduce false positives, and enhance the selling partner experience while maintaining a high abuse-prevention bar.
• Metrics & Reporting: Define, track, and report on key operational metrics (productivity, quality, cycle time, backlog health). Build and maintain dashboards and reporting mechanisms that provide real-time visibility into operational health. Drive MBR and QBR.
• Risk & Compliance: Ensure all investigations and enforcement actions comply with Amazon's policies, legal requirements, and ethical standards. Proactively identify emerging abuse trends and elevate systematic risks to senior leadership.

Basic Qualifications

• 15+ years of operational and/or retail management experience
• 6+ years of team management experience
• Experience using data to influence business decisions
• Experience across the domain of risk management & fraud

Preferred Qualifications

• 5+ years of managing medium to large size cross functional teams experience
• Knowledge of and proficiency in Excel and SQL
• Experience with Lean or Six Sigma analytical techniques

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Location: US, South Carolina, West Columbia

Location: ES, Principality of Asturias, Siero

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.