Manager I, Investigations, Relay Product Excellence
Managers – Investigations (RPE) set the direction and culture of their teams within a defined strategy by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making Amazon's transportation platforms safer to transact, improving customer satisfaction, monitoring real-time service levels and schedule adherence, and serving as the point of contact for escalated investigation resolution of a supervisory nature.
The incumbent manages a team of L2–L3 Investigation Specialists who conduct risk reviews on drivers and accounts to protect Amazon from fraud, abuse, and account takeover, and who take appropriate actions based on processes, tools, and high-judgment decisions. This is a direct-supervisory role over individual contributors; the incumbent does not manage managers, and the number of reports is determined by their manager.
Operating in an area with established procedures and a predictable workflow, the incumbent provides tactical management, makes sound decisions within the team's defined strategy, and seeks direction and coaching from their manager as they continue to develop their management skills. In addition to achieving and exceeding the team's defined metrics through sustainable change or process improvement, she/he participates in project road-mapping activities, identifies trends in team performance, and recommends/implements change to constantly raise performance levels. The key to success in this role is the ability to understand the RPE group's vision and manage the team toward attaining it.
Performance Areas
Metrics — Consistently lead the team to meet and exceed service levels and targets in reducing risk-related losses and fraud, and maintain the performance and metrics of all team members (and hence the team) at expected levels. Audit work queues and SLA adherence, and report through Metrics, Service Level Agreements, and Key Performance Indicators. Contribute to forecasting accuracy and the staffing requirements needed to achieve SLAs, partnering with program and leadership stakeholders.
Process Improvement — Recommend improvements to tools and procedures for operational excellence, and deliver business impact through improvements to quality, productivity, or customer experience. Help identify and eliminate root causes of defects to drive efficiency in Amazon's transportation operations, escalating roadblocks and risks as appropriate. Work with peer technical teams to articulate and prioritize feature needs for investigation tool sets.
People Development — Develop the performance, careers, and skills of the investigator team through continuous closure of performance feedback loops. Specifically, the incumbent:
Attracts and hires bar-raising talent, working with their manager to get the necessary training and support to continuously raise the bar on candidates.
Guides the onboarding process for new hires using existing onboarding materials/plans that maximize rapid exposure and skill development.
Is able to explain Amazon's Leadership Principles.
Holds career-growth conversations to recognize strengths, provide constructive feedback on opportunity areas, and align work to areas of interest; helps employees define short- and mid-term development goals, identifies opportunities to meet them, and updates goals as priorities change.
Evaluates employees against the appropriate role guidelines/level expectations, participates in calibration activities with their manager, and is learning to seek performance information from multiple sources. Communicates in regular 1:1s how performance is evaluated and how each employee is performing.
Discusses promotion with leadership when an employee consistently demonstrates next-level performance in a next-level-scoped role.
Partners with their manager to identify, document, and clearly communicate needed performance changes (and timeframes) when employees are not meeting expectations, learning performance-management documentation best practices.
May be responsible for employee timesheets.
Creates and maintains an environment in which every employee feels valued, trusted, connected, and informed; displays empathy for team members' well-being and fosters harmony between work and personal commitments; and is learning to be an active listener who values team input and can change direction with new viewpoints.
Holds regular team meetings and 1:1s, effectively communicating team priorities and helping reports see how their work contributes to goals and customers.
Business Exposure — Use exposure to the team's technical and business areas, understanding of Amazon's transportation marketplace, and awareness of fraud, abuse, and account-takeover trends impacting the logistics industry to share ideas with management that positively influence the RPE group's vision.
Judgment and Discretion — Exercise discretion in tactical decision-making and problem-solving within defined procedures, identifying when a situation requires a deep dive versus a quick resolution, and making time-versus-resource trade-offs. Manage straightforward problems and escalate roadblocks and risks; routinely report to the management chain; and document decisions that involve partnering with internal stakeholders/teams when they have wider impact.
Communication
Clear and concise in verbal and written communication (e.g., narratives, WBR/MBR, meeting notes/agendas).
Able to manage meetings effectively and is learning to put the right people in the room; trusted to present decisions to leaders up to three tiers above level (L7).
Learning to communicate across an increasing diversity of locales and roles.
Documents issues and conveys ideas and reasoning, following up with dialogue when needed.
Key Job Responsibilities
Manage a team of investigators (L2–L3 ICs)
Provide data analysis and conduct investigations (as needed)
Pull data from numerous databases (using Excel, Access, SQL, and/or other data management systems) and perform ad hoc reporting and analysis as needed
Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends
Help identify and eliminate root causes of defects to drive efficiency in Amazon's transportation operations
Understand the business impact of trends and make sound, data-based decisions
Systematically escalate problems or variances in information and data to the relevant owners and teams
Audit work queues and SLA adherence; make time-versus-resource trade-offs
Work within various time constraints to meet critical business needs, while measuring and identifying activities performed
Create a narrative outlining weekly findings and variances to goals, and present these findings in a review forum
Demonstrate solid business judgment, effectively communicate team goals, and drive a fast-paced organization to deliver results with a focused and pragmatic approach
Achieve operational excellence and drive process improvements
Develop employees and their skill sets to expand team capabilities
Manage and execute for defined metrics and quality; maintain clear metrics on investigation handling volumes, performance, and decision quality
Possess strong analytical abilities and judgment; use quantitative and qualitative data to prioritize and influence, show creativity and innovation, and drive projects with urgency
May be responsible for employee timesheets
Willing to work in rotational shifts
About the team
It’s no secret that Amazon relies on its technology to deliver millions of packages every day to its customers – on time, with low cost. The Middle Mile Transportation Technology organization, builds complex software solutions that work across our vendors, warehouses and carriers to optimize both time & cost of getting the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large carriers, owner operators and drivers worldwide, manage business rules for millions of unique products, and improve ordering and delivery experience for millions of online shoppers. That said, this remains a fast growing business and our technical journey has only started. With rapid expansion into new geographies, innovations in supply chain, unique delivery models for products ranging from Amazon Fresh groceries, ultra-fast Prime Now deliveries of big-screen TV’s, increasingly complex transportation network, and growing number of shipments worldwide, we see a brand new opportunity to fundamentally change the way people get the stuff they need, and make a big impact by cutting billions of dollars of transportation costs from the ecosystem. Our mission is to build the most efficient and optimal transportation solution on the planet, using our technology and engineering muscle as our biggest advantage. We aim to leverage latest technologies in big data, machine learning, optimization techniques, and operate high volume, low latency, and high availability services.
The incumbent manages a team of L2–L3 Investigation Specialists who conduct risk reviews on drivers and accounts to protect Amazon from fraud, abuse, and account takeover, and who take appropriate actions based on processes, tools, and high-judgment decisions. This is a direct-supervisory role over individual contributors; the incumbent does not manage managers, and the number of reports is determined by their manager.
Operating in an area with established procedures and a predictable workflow, the incumbent provides tactical management, makes sound decisions within the team's defined strategy, and seeks direction and coaching from their manager as they continue to develop their management skills. In addition to achieving and exceeding the team's defined metrics through sustainable change or process improvement, she/he participates in project road-mapping activities, identifies trends in team performance, and recommends/implements change to constantly raise performance levels. The key to success in this role is the ability to understand the RPE group's vision and manage the team toward attaining it.
Performance Areas
Metrics — Consistently lead the team to meet and exceed service levels and targets in reducing risk-related losses and fraud, and maintain the performance and metrics of all team members (and hence the team) at expected levels. Audit work queues and SLA adherence, and report through Metrics, Service Level Agreements, and Key Performance Indicators. Contribute to forecasting accuracy and the staffing requirements needed to achieve SLAs, partnering with program and leadership stakeholders.
Process Improvement — Recommend improvements to tools and procedures for operational excellence, and deliver business impact through improvements to quality, productivity, or customer experience. Help identify and eliminate root causes of defects to drive efficiency in Amazon's transportation operations, escalating roadblocks and risks as appropriate. Work with peer technical teams to articulate and prioritize feature needs for investigation tool sets.
People Development — Develop the performance, careers, and skills of the investigator team through continuous closure of performance feedback loops. Specifically, the incumbent:
Attracts and hires bar-raising talent, working with their manager to get the necessary training and support to continuously raise the bar on candidates.
Guides the onboarding process for new hires using existing onboarding materials/plans that maximize rapid exposure and skill development.
Is able to explain Amazon's Leadership Principles.
Holds career-growth conversations to recognize strengths, provide constructive feedback on opportunity areas, and align work to areas of interest; helps employees define short- and mid-term development goals, identifies opportunities to meet them, and updates goals as priorities change.
Evaluates employees against the appropriate role guidelines/level expectations, participates in calibration activities with their manager, and is learning to seek performance information from multiple sources. Communicates in regular 1:1s how performance is evaluated and how each employee is performing.
Discusses promotion with leadership when an employee consistently demonstrates next-level performance in a next-level-scoped role.
Partners with their manager to identify, document, and clearly communicate needed performance changes (and timeframes) when employees are not meeting expectations, learning performance-management documentation best practices.
May be responsible for employee timesheets.
Creates and maintains an environment in which every employee feels valued, trusted, connected, and informed; displays empathy for team members' well-being and fosters harmony between work and personal commitments; and is learning to be an active listener who values team input and can change direction with new viewpoints.
Holds regular team meetings and 1:1s, effectively communicating team priorities and helping reports see how their work contributes to goals and customers.
Business Exposure — Use exposure to the team's technical and business areas, understanding of Amazon's transportation marketplace, and awareness of fraud, abuse, and account-takeover trends impacting the logistics industry to share ideas with management that positively influence the RPE group's vision.
Judgment and Discretion — Exercise discretion in tactical decision-making and problem-solving within defined procedures, identifying when a situation requires a deep dive versus a quick resolution, and making time-versus-resource trade-offs. Manage straightforward problems and escalate roadblocks and risks; routinely report to the management chain; and document decisions that involve partnering with internal stakeholders/teams when they have wider impact.
Communication
Clear and concise in verbal and written communication (e.g., narratives, WBR/MBR, meeting notes/agendas).
Able to manage meetings effectively and is learning to put the right people in the room; trusted to present decisions to leaders up to three tiers above level (L7).
Learning to communicate across an increasing diversity of locales and roles.
Documents issues and conveys ideas and reasoning, following up with dialogue when needed.
Key Job Responsibilities
Manage a team of investigators (L2–L3 ICs)
Provide data analysis and conduct investigations (as needed)
Pull data from numerous databases (using Excel, Access, SQL, and/or other data management systems) and perform ad hoc reporting and analysis as needed
Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends
Help identify and eliminate root causes of defects to drive efficiency in Amazon's transportation operations
Understand the business impact of trends and make sound, data-based decisions
Systematically escalate problems or variances in information and data to the relevant owners and teams
Audit work queues and SLA adherence; make time-versus-resource trade-offs
Work within various time constraints to meet critical business needs, while measuring and identifying activities performed
Create a narrative outlining weekly findings and variances to goals, and present these findings in a review forum
Demonstrate solid business judgment, effectively communicate team goals, and drive a fast-paced organization to deliver results with a focused and pragmatic approach
Achieve operational excellence and drive process improvements
Develop employees and their skill sets to expand team capabilities
Manage and execute for defined metrics and quality; maintain clear metrics on investigation handling volumes, performance, and decision quality
Possess strong analytical abilities and judgment; use quantitative and qualitative data to prioritize and influence, show creativity and innovation, and drive projects with urgency
May be responsible for employee timesheets
Willing to work in rotational shifts
About the team
It’s no secret that Amazon relies on its technology to deliver millions of packages every day to its customers – on time, with low cost. The Middle Mile Transportation Technology organization, builds complex software solutions that work across our vendors, warehouses and carriers to optimize both time & cost of getting the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large carriers, owner operators and drivers worldwide, manage business rules for millions of unique products, and improve ordering and delivery experience for millions of online shoppers. That said, this remains a fast growing business and our technical journey has only started. With rapid expansion into new geographies, innovations in supply chain, unique delivery models for products ranging from Amazon Fresh groceries, ultra-fast Prime Now deliveries of big-screen TV’s, increasingly complex transportation network, and growing number of shipments worldwide, we see a brand new opportunity to fundamentally change the way people get the stuff they need, and make a big impact by cutting billions of dollars of transportation costs from the ecosystem. Our mission is to build the most efficient and optimal transportation solution on the planet, using our technology and engineering muscle as our biggest advantage. We aim to leverage latest technologies in big data, machine learning, optimization techniques, and operate high volume, low latency, and high availability services.
Basic Qualifications
- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
Preferred Qualifications
- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques