Manager II, Investigation, Relay Product Excellence

Amazon Inc.; Bengaluru; On-site; INR 2,500,000 - 4,600,000; Full time

Job summary

Amazon is seeking a results-driven, customer-obsessed leader to build and lead a world-class risk-operations team. The role focuses on investigating and resolving exceptions where automation falls short, balancing safety with efficiency across a global network.

The ideal candidate will drive process improvements, develop managers, and ensure defensible investigation standards while maintaining alignment with Amazon's Core Values and policy compliance.

Qualifications

• Experience in risk management and compliance operations.
• Experience writing business documents and presenting outcomes to leadership.
• Experience managing managers and multi-layer orgs.

Responsibilities

• Responsible for the overall direction and performance of an investigation team.
• Set vision and culture across quality, productivity, and decision accuracy.
• Develop managers and associates; build succession plans and leadership depth.
• Collaborate with policy, product, fleet ops, legal/compliance to solve complex problems.
• Maintain high-quality, defensible investigation outcomes and avoid transactional closures.
• Provide escalation point for high-risk case resolutions and sensitive investigations.
• Deliver analysis and program support; surface theft/identity-fraud insights to inform strategy.
• Identify root-cause barriers to accuracy and productivity; run regular reviews.
• Analyze trend data on theft, verification outcomes, and false positives for improvements.
• Lead operating rhythms like WBRs and team meetings to drive performance.

Job description

Relay Product Excellence (RPE) is the human judgment layer of the Relay network, the team that steps in wherever technology and automation stop short. When a carrier's identity can't be confirmed by a model, when a driver's route raises a safety flag, or when a bad actor slips past enforcement, it is RPE that investigates, decides, and acts. Partnering with Relay Safety & Trust, Relay Central, Transportation Financial Systems, Relay Supply Product & Tech, and Yard & Fleet Tech, we protect Carriers, Drivers, and Amazon Relay globally, turning the exceptions that automation can't yet resolve into trusted, defensible outcomes at scale.

We are looking for a results-oriented, customer-obsessed, data-driven leader who is passionate about innovating and optimizing across people, processes, and technology to build a world-class risk-operations team. The ideal candidate is a leader with a proven track record of inspiring leaders and their teams to deliver big results in an investigation operation environment. They continuously improve operational efficiency through strong prioritization and communication skills and the ability to navigate ambiguity. They foster a culture of innovation — inspiring their org to identify process and technology improvements that complement operational excellence and raise investigation quality. They index high on people development and believe at their core that leaders operate at all levels of an organization. The ideal candidate also demonstrates strong judgment in sensitive, high-stakes casework — they understand how to build defensible investigation standards, develop their managers to coach beyond transactional case closure, and drive decisions that balance false-positive risk against network safety and compliance.

Key job responsibilities

1. Responsible for the overall direction and performance of an investigation team
2. Set the vision, direction, and culture of the org by managing manager-level and team performance expectations and goals across quality, productivity, and decision accuracy.
3. Manage the career growth and development of managers and associates by driving focus on Amazon's Core Values. Build management depth by developing front-line managers and emerging leaders, building succession plans, and serving as a role model.
4. Effectively partner and build productive working relationships with direct reports, peers, leadership, and partner teams (policy, product, fleet ops, legal/compliance) to solve medium-to-high-complexity problems.
5. Drive investigation and verification quality by establishing decision standards, auditing case quality through your managers, and ensuring the org produces accurate, defensible, audit-ready outcomes rather than transactional closures.
6. Serve as a leader and escalation point for case resolution of a supervisory, sensitive, or high-risk nature.
7. Provide analysis and program support to stakeholder teams. Surface actionable insights from theft and identity-fraud patterns to inform program strategy, identify systemic root causes, and recommend scalable interventions.
8. Identify and eliminate root-cause barriers to accuracy, productivity, quality, and investigator knowledge gaps. Facilitate regular case reviews and insight-sharing sessions to promote cross-team learning and consistent decision quality across pods.
9. Deep-dive trend data related to theft/loss events, verification outcomes, and false-positive rates. Leverage case-level data to identify opportunities, track before/after performance deltas, and drive data-informed decisions on prioritization and intervention timing.
10. Lead operating rhythms (WBRs, business reviews, team meetings) focused on org performance, policy and site updates, and team-building.

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
• Experience writing business documents and presenting outcomes and recommendations to senior stakeholders and leadership

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
• Experience with operations, risk, fraud investigations etc.
• Experience building and developing front-line managers and running two-layer operating rhythms (skip-levels, succession planning).
• Track record of designing SOPs, enforcement frameworks, or audit/quality mechanisms from the ground up.
• Experience partnering with product and policy teams to translate frontline insights into tooling or policy change.
• Experience operating in an ambiguous, fast-scaling environment and building new processes rather than inheriting them.

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.

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.