Team Manager, Flex Investigations and Offboarding
Amazon Flex Investigation and Offboarding (Flex I&O) is looking for a Team Manager to directly supervise a team of individual contributors across our investigations, quality assurance, and offboarding operations. The Flex I&O team’s mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense. In this role, the problem, strategy, and opportunity are already defined — your key responsibility is directing who does which tasks to meet daily goals while fostering a culture where team members feel valued, trusted, and connected.
The ideal candidate is a hands-on people leader who excels at coaching specialists and analysts, auditing work queues, managing SLA adherence, and driving team-level performance metrics. You will play a critical role in ensuring your team consistently meets performance, quality, and compliance standards across investigations, case audits, appeals processing, and partner liaison activities.
Key job responsibilities
The ideal candidate is a hands-on people leader who excels at coaching specialists and analysts, auditing work queues, managing SLA adherence, and driving team-level performance metrics. You will play a critical role in ensuring your team consistently meets performance, quality, and compliance standards across investigations, case audits, appeals processing, and partner liaison activities.
Key job responsibilities
- Directly supervise a team of Investigation specialists, quality analysts, and investigation liaisons, providing day-to-day direction, coaching, and mentorship
- Hire and onboard bar-raising talent, ensuring new team members are effectively integrated and trained on Flex I&O processes, tools, and SOPs
- Conduct regular one-on-ones, career development conversations, and performance reviews, helping reports define short- and mid-term goals
- Evaluate employees against role guidelines and participate in calibration sessions with your manager to ensure fair and consistent performance assessments
- Audit work queues and monitor SLA adherence across investigations, quality audits, and offboarding cases, identifying priorities and managing trade-offs between time and resources
- Monitor team performance metrics, identifying trends and implementing action plans to maintain and raise the performance bar
- Recommend improvements to tools, procedures, and workflows to enhance operational efficiency and case quality
- Manage straightforward problems using technical and domain knowledge, escalating roadblocks to leadership when needed
- Ensure compliance with Flex/SLS policies, regulatory requirements, and established procedures across all queues and markets
- Communicate performance regularly in 1:1s and support promotion discussions for high performers, fostering a culture of accountability and professional growth
- Collaborate with Quality Analysts, Program Managers, and cross-functional stakeholders to translate audit findings into actionable coaching and process improvements
- Support escalation management by ensuring time-sensitive cases within your team are triaged and resolved with urgency and accuracy
Basic Qualifications
- 2+ years of team management experience
- Strong analytical and problem-solving abilities with experience using data to identify trends and drive decisions
- Excellent organization skills with the ability to manage multiple priorities in a fast-paced environment
- Outstanding communication and interpersonal skills
Preferred Qualifications
- Experience developing or managing quality assurance programs, audit frameworks, or compliance functions
- Familiarity with process improvement methodologies and data analysis
- Bilingual (Spanish, Japanese, Portuguese, French)