Operations Manager - Risk Management, SPIV IPI

Amazon Inc.; Pasay; On-site; PHP 2,009,000 - 3,125,000; Full time

Job summary

Amazon Inc. is seeking a senior operations professional to lead in-person investigations (IPI) aimed at removing bad actors, safeguarding customers and sellers, and ensuring policy compliance across the store.

You will oversee a multidisciplinary team of managers, drive risk detection, data-driven decision making, and process improvements while balancing urgency with accuracy. The role emphasizes designing efficient processes, leveraging analytics, and maintaining high performance standards in

Qualifications

• 3+ years of auditing business processes, risk mitigation, program compliance or internal audits experience
• 5+ years of customer service experience
• Experience in audits related to business processes, risk mitigation, program compliance, or internal audits
• Experience in customer service

Responsibilities

• Designs systems to improve CTQ by integrating people, materials, equipment, software, and finance.
• Leads technology-enabled process design to maximize ROI and reduce costs.
• Drives process improvement and leads a team of 40+ across managers.
• Performs time and motion studies, safety/ergonomics, cost and environmental impact analyses.
• Recommends changes to procedures and labor standards based on analyses.
• Develops and publishes data for financial opportunities and improvement actions, using statistical tools.
• Monitors productivity and quality metrics to meet or exceed goals.
• Mentors team members and grows their capabilities.
• Analyzes business levers to identify trends and proactively address defects.

Skills

Auditing

Risk mitigation

Internal audits

Customer service

Compliance

Education

Bachelor's Degree

Job description

The SPIV In Person Investigations [IPI] team is responsible for removing the incentive for Bad Actors while accurately and fairly paying millions of third-party sellers along with disrupting the bad actor flywheel and change the economics of abuse within our store. The team works to ensure that bad actors cannot profit from using our services to abuse customers, selling partners and Amazon. To accomplish this mission, we withhold funds from bad actors, deny our fulfilment network to bad actors as a means to scale their abuse and ensure that counterfeit / illegal inventory is destroyed, prevent seller credit abuse, identify and disrupt bad actor spare accounts, and generate insights to help CTPS understand where bad actors are prioritizing their efforts. While we obsess over customers, we specialize in obsessing over bad actors to identify their friction points and multiply them exponentially in ways that don’t impact good sellers. Our vision is to ensure Bad Actors never receive a dollar from selling on Amazon and abusing our policies. This is done with minimal friction for good sellers, clearly communicated policies, and accurate calculations. If we successfully achieve our vision, then Bad Actors will stop committing misconduct on Amazon.

Our mission is to remove bad actors who come to our store with the intent to abuse our customers and violate our policies by obfuscating their identities to enable them to evade our registration and relations safeguards. In-person investigations (IPI) is an enforcement and evidence collection mechanism that combines In-person video Verification (IPV) processes and capabilities combined with bad actor risk mining to validate and investigate seller identities and supply chains.

Key job responsibilities

• Designing systems that increase critical-to-quality (CTQ) business needs by improving integration of people, materials, equipment, software, and finance.
• Leveraging and integrating advanced technology into process design to maximize return on investment and minimize costs.
• Innovating and designing new or improved processes to support the business needs.
• Lead team of 5-6 managers (40+ team size overall) and drive the operational efficiencies, risk management, risk mining, operational planning , process improvement , and performance management of the team
• Conducting detailed process analysis including time and motion studies, and safety/ergonomic, process complexity, cost and environmental impact analysis.
• Recommending and implementing changes to procedures, work methods, and labor standards based on these analyses.
• Build and publish critical data for understanding areas of financial opportunity and continuous improvement activity results, analyze root causes of difficult problems using statistical tools, and support the creation of reports and executive level documents.
• Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.
• Analyze the key levers of the business to identify the trends and proactively take action to eliminate root causes for defects.

Key job responsibilities

• Designing systems that increase critical-to-quality (CTQ) business needs by improving integration of people, materials, equipment, software, and finance.
• Leveraging and integrating advanced technology into process design to maximize return on investment and minimize costs.
• Innovating and designing new or improved processes to support the business needs.
• Lead team of 5-6 managers (40+ team size overall) and drive the operational efficiencies, risk management, risk mining, operational planning , process improvement , and performance management of the team
• Conducting detailed process analysis including time and motion studies, and safety/ergonomic, process complexity, cost and environmental impact analysis.
• Recommending and implementing changes to procedures, work methods, and labor standards based on these analyses.
• Build and publish critical data for understanding areas of financial opportunity and continuous improvement activity results, analyze root causes of difficult problems using statistical tools, and support the creation of reports and executive level documents.
• Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.
• Analyze the key levers of the business to identify the trends and proactively take action to eliminate root causes for defects.

A day in the life

Leads operations to combat marketplace abuse, reviewing metrics and risk alerts while directing six managers on priority investigations. They analyze data patterns in suspected bad actor networks and coordinate with risk mining teams on fraud trends. The role involves making critical decisions about fund withholding and account actions, improving verification processes, and reducing impact on legitimate sellers. They focus on process improvements, mentor team members, review investigation reports, and monitor key metrics. The position requires balancing operational efficiency with risk management while maintaining high performance standards in marketplace protection.

Basic Qualifications

• Completed a Bachelor's Degree
• 3+ years of auditing business processes, risk mitigation, program compliance or internal audits experience
• 5+ years of work in relevant industries such as law, customer service, investigations, risk, compliance or project management experience
• 5+ years of customer service experience
• Experience in audits related to business processes, risk mitigation, program compliance, or internal audits
• Experience in customer service