Manager II, Risk Investigation, RA

Amazon Inc.; Hyderabad; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Amazon Hyderabad seeks a Manager of Manager’s role to lead multiple entry-level managers and a team of Investigation specialists (70-80 people). You will drive performance, develop talent, and align activities with fraud reduction and customer experience targets.

As a people leader, you will shape roadmaps, partner with product and technology teams to deploy automation and AI, and ensure timely delivery of strategic initiatives while maintaining high standards of decision quality across the

Qualifications

• 3+ years of operations, risk or fraud investigations experience.
• Experience managing complex investigation workflows with high SLA requirements.
• Experience partnering with Product and Technology teams to deploy automation and AI solutions.
• Strong data-driven decision making and performance measurement.

Responsibilities

• Manage multiple entry level managers and teams of Investigation specialists (~70-80 headcount).
• Provide leadership and development to teams to achieve metrics and service levels.
• Drive strategic planning, roadmaps and governance across teams.
• Collaborate with stakeholders to onboard resources and implement process improvements.
• Represent team performance across platforms and ensure timely delivery per roadmap.

Skills

People management

Leadership

Analytical skills

Stakeholder communication

Process improvement

Decision making

Education

Bachelor's degree or equivalent experience

Tools

SQL

Job description

Manager of manager’s role

In charge of managing multiple entry level managers. This would consist of one or more teams of Investigation specialists (~70-80 headcount) who investigate buyer or seller transactions on Amazon platforms and take appropriate actions based on processes, tools and high-judgment decisions.

As a people manager, provide leadership and administrative support to their team(s) and manage them to focus on the people development of their team, minimize the impact of bad debt by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, execute road mapped projects with various stakeholders.

In addition to being responsible for achieving and exceeding team’s defined metrics through rigorous performance management, she/he will be expected to participate in strategic planning, project road mapping activities of the team

The key to success in this role is the ability to understand the SPS vision and make independent decisions with sound judgment to manage their teams to attain that vision.

The incumbent is required to demonstrate performance in all the metric assigned and over and beyond

Metrics, by consistently leading the group of managers to meet the goals aligned to bad debt reduction, improved customer experience and meet service levels as per targets. Will also be accountable to represent the performance of his entire team/sub-function at various platforms worldwide. The candidate would need be able to dive deep on metrics and facilitate the solutions.

Will be responsible for ensuring that the team delivers as per plan, and will actively work with various teams to on board resources for the team.

Process Improvement, by delivering significant Business impacts and contributions to their company through improvement to quality, productivity, or customer experience. Work with various stakeholders within and outside SPS to ensure feature prioritization and delivery of process level improvements. The candidate will have to enable his team to deliver on improvements. Consistently demonstrates timely delivery of projects on roadmap to support the team and department vision

People Development, by developing the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops. Is expected to setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within his teams and accordingly upskill. Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Should work towards creating a succession plan within his team.

Should be able to hire the best for his teams and for Amazon as well and be able to act as a mentor.

Networking, the candidate also needs to communicate with multiple stakeholders within the organization - the peer group as well support functions to ensure smooth delivery of the processes being handled. Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.

A day in the life

1. The candidate would need be able to dive deep on metrics and facilitate the solutions
2. The candidate will have to enable his team to deliver on improvements
3. Timely delivery of projects on roadmap
4. People development
5. Communicate with multiple stakeholder

Basic Qualifications

• 3+ years of operations, risk, fraud investigations industry experience
• Proven track record managing complex investigation workflows with high SLA requirements (90%+)
• Bachelor's degree or equivalent experience
• Experience partnering with Product and Technology teams to deploy automation and AI solutions
• Strong analytical skills with ability to use data to drive decisions and measure performance

Preferred Qualifications

• Experience in intellectual property enforcement, brand protection, trust & safety, or fraud detection operations
• SQL proficiency and advanced data analytics capabilities for defect pattern analysis and capacity forecasting
• Lean/Six Sigma certification with demonstrated process optimization expertise
• Understanding of ML/AI capabilities, model accuracy evaluation, and automation deployment

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.