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Manager III, Investigation, SEPO

Manager III, Investigation, SEPO

AMAZON INDIA PVT LTDINDIA
2 days ago
Job description
  • Manages a team of managers and overseeing a team size of ~ 200 employees.
  • Analyzes the key levers of the business to identify claim and bad debt trends and proactively take action to eliminate root cause seller / buyer performance defect and maintain trust in transaction on Amazon platforms.
  • Leverages Amazon industry-leading infrastructure, and develop new points of control to block fraud with minimal disruption of good selling activity.
  • Accountable for independent discretion based decisions, involving trade-offs with significant bottom-line impact.
  • Sets goals and is responsible for improvements in specific metrics for fraud prevention, user experience, and increased perception of safety and trust for Amazon.
  • Accountable for managing business level escalations with customer interaction and reporting to senior level leadership in Amazon.
  • Basic Operations

    • The candidate needs to be able to drive results as in a production environment.
    • Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels along with key business goals.
    • Will be responsible for setting the goals and vision for the function(s) operating under the candidate.
    • Should be able to head projects with various stakeholders that influence not only his team but the larger POE group as well.
    • Accountable for driving the Product Quality Ops strategy across Amazon at different forums.
    • People Management

    • The Operations Manager would be responsible for creating mechanisms for employee growth and development throughout the organization.
    • This would mean enabling the next level managers in creating succession plans and talent development.
    • Will be an integral part of hiring people for the team, and other global functions within Amazon.
    • Will represent the team, including all managers in the appraisal process within Amazon.
    • Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.
    • Process Improvements

    • As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies are removed and existing procedures / SOPs enhanced.
    • Should be able to identify and lead projects across various teams, develop new metrics, and drive creation of new tools for the same.
    • Networking

    • As an Operations Manager, there would be multiple internal and external stakeholders to interact with.
    • The incumbent will have to drive common goals across various teams and set up effective communication across those teams.
    • This will result in the organizational goal of POE Operations being driven through those teams as well.
    • Responsibilities Include :

    • Manage a team of managers and an overall operations team of between 200 and 250 employees.
    • Ensure high quality and high volume productivity within the jobholders organizational units.
    • Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as a role model.
    • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders, including application of succession planning at all levels across all teams.
    • Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.
    • Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
    • Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects.
    • The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
    • Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills.
    • This role blends operations, product management, customer service, global strategy, finance, and usability.
    • A Day in the Life

      About the Hiring Group

      Job Responsibilities

      Locations : IND, TS, Hyderabad

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