13+ years of operational and/or retail management experience
- 6+ years of team management experience
- Experience using data to influence business decisions
- Experience across the domain of risk management & fraud
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Transaction Risk Management Services (TRMS) works to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through people and technology we manage risk across hundreds of services and multiple geographies, focus on our customers and scale through innovation. Our Investigation Specialists will always deliver on our service standards for our customers and with zero defects. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplace.
We are looking for a self-driven Operations Manager to provide the overall management and direct leadership to an operation of 150-200 investigators in an organizational structure of multiple management levels based in San Jose, CR. This role has site level ownership for functional areas and high level of input and engagement on strategy. Is responsible for overseeing and developing employee performance, implementing, managing and reporting through metrics, service level agreements and key performance indicators. Furthermore, in this position you will own and have the unique opportunity to help define the toolsets, road-maps and processes to enable the TRMS mission for safe guarding Amazon's selling platform.
- Drive the strategy and TRMS vision for an operation of 150-200 investigators; make independent decisions with sound judgment to manage their teams to attain that vision
- Facilitate understanding of broader organizational tenets and strategic goals for the business
- Lead planning and execution of SLAs, capacity, and workflow plans for single /multiple functional areas in one or more sites
- Organize team structure for multiple functional areas to ensure scalability for present and future volume needs
- Identify opportunities and risks, dives deep, and work with internal and external teams to implement solutions
- Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision; identify the new metrics and tools that are needed
- Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements
- Work with various Amazon internal teams (HR, Legal, Public Relations, Business teams, etc.) to provide operational support
- Lead initiatives and champion projects within and outside of organization or region; influence key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery
- Innovate by driving continuous enhancements and operational efficiencies across all process areas
- Manage multiple teams, lead and drive development and execution of various employee development initiatives at a site level and globally including different managerial levels, sites, or cross-location teams.
- Create goal-setting, performance management, and retention strategies across multiple teams
- Recognizes development needs within and across teams and builds plans to expand capabilities and provide growth opportunities for future Amazon leaders
- Coach and develop managers to effectively develop their employees to meet the scalability needs of present and future organizations; maintain succession plans and support career development for teams
- Identify trends in team performance and recommend/ implement change to constantly raise the performance levels in the team.
- Build effective and responsive interpersonal relationships. Reporting staff members, colleagues and executives respect his or her ability to demonstrate caring, collaboration, respect, trust, and attentiveness. They depend on this manager to treat colleagues with dignity and respect, to keep his word, to exude integrity, and display dependability and character under even the most challenging occurrences and challenges.
- Build the team and enable other staff to collaborate more effectively with each other. People feel as if they have become more - more effective, more creative, more productive - in the presence of a team builder. They are willing to sit down and problem solve when teamwork or team tasks are not on target and working effectively. Able to let employees know directly and candidly when they are impeding the team's progress.
- Support the hiring strategy for teams and key functions; lead hiring plans and execution in partnership with HR for leadership and operational positions
- Recruit top-quality talent; develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
- Create mech
