RCO Manager Investigations, SIV

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.

Registration and Compliance (RCO) is looking for an investigation manager with a passion for leading an operation team in India. You will be responsible for managing the Seller Identity Verification team as a front line manager, which consists of 15 to 20 investigators. The objective of SIV is to verify the identity of new sellers, on-board good sellers and eliminate bad actors through the investigation process.

The primary role of this position is to provide leadership and guidance to the team members under supervision, manage them to achieve the productivity and quality goals, and meet expected service levels, while working closely with the program team, process owners, training, workforce management, analytics, and other teams in RCO.

You will be working in a fast-paced environment where every day brings new challenges and new opportunities. You should have good communication skills and be able to work with various stakeholders to identify issues, analyze root causes, and drive for improvement.

Key job responsibilities

• Manage individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding his / her teams accountable to meet and exceed performance targets.
• Manage a team of 18 employees.
• 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 for future Amazon leaders.
• Strive for operational excellence and process improvement. Analyze the key levers of the business to identify the trends and proactively take action to eliminate root causes for defects.

BASIC QUALIFICATIONS

PREFERRED QUALIFICATIONS

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