A self-starter with high level of Customer Obsession, Ownership and Deep Dive (Must)
- Experience with the Amazon Writing mechanisms such as writing SOPs/Process Documentations, Narratives, COEs etc.
- Proven exceptional operational, managerial, analytical and interpersonal skills
- Proven experience communicating and influencing across job levels with both internal and external Stakeholders
- Demonstrated advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
- Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired.
ML Ops was formed to build insights on enforcement accuracy and repeat customer contacts, to identify unique root causes, preventive actions and improvement opportunities across process, policies and Tool Improvements.
- Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery
- Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
- Provide focused feedback loops for investigators and managers based on performance and quality data.
- Manage performance of team members.
- 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.
- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to new BAA/ATO patterns.
- Work with software teams to articulate and prioritize feature needs for investigation tool sets.
- Help develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
Key job responsibilities
As a L4 Sr. Investigator in the ML Ops Team, you will have the opportunity to dive deep on customer appeals, analyze past enforcements such as Sanitize (ATO) and Suspensions and work on behalf of the customer to improve the accuracy and overall experience. Your role will be to handle single threads through completion along with Stakeholders to monitor accuracy, and work on customer contacts effectively to ensure escalations are prevented and customers are pulled out from bad Customer Experience. You will play a key role in establishing policies / SOPs in ambiguous scenarios to improve the customer experience.
San Jose, CRI
- Experience leading small scale projects with mínimal supervision
- SQL/Data Analysis
- Bachelor's degree or higher is strongly preferred; equivalent and relevant work experience considered.
- Exposure to quality tools like Six Sigma, Lean operations etc.