Amazon Support Services Costa Rica SRL
Investigation Loss Prevention, Investigation, no business category
Sr.InvestigationManager,PaymentRiskOperations
Neural analysis suggests this role is
optimal for Manager candidates.
“Sr. Investigation Manager, Payment Risk Operations at Amazon Support Services Costa Rica SRL. Skills: Payment risk operations, Investigation management, Process improvement. Manage frontline managers and specialists. Investigate buyer transactions”
What You'll Achieve.
Meet/achieve targets; Exceed productivity service levels; Exceed quality service levels; Lead curve in identifying fraud; Lead curve in preventing fraud
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
3+ years team management, 8+ years operational management, 8+ years retail management, Experience using data, Manager of managers experience, Risk management experience, Compliance operations experience
Nice to Have
Advanced MS Excel, Advanced MS Word, Operational excellence experience, Six sigma methodologies experience
What You'll Do.
Manage frontline managers and specialists
Investigate buyer transactions
Take appropriate actions
Provide leadership and administrative support
Achieve and improve service levels
Minimize bad debt impact
Achieve process improvement
Ensure road mapped project execution
Identify new projects
Focus on people development
Participate in strategic planning
Participate in project road mapping
Identify trends in team performance
Raise performance levels
Participate in projects
Address issues outside normal responsibility
Understand PRO vision
Make independent decisions
Manage teams to attain vision
Implement best-in-class processes
Implement best-in-class practices
Maintain productivity
Maintain quality service levels
Exceed quality service levels
Manage investigator capacity
Balance investigation supply and demand
Provide focused feedback loops
Analyze key business levers
Proactively take action
Reduce time to identify fraud
Prevent new fraud attacks
Work with software teams
Work with program management teams
Articulate feature needs
Prioritize feature needs
Recruit frontline managers
Develop employee skill sets
Expand team capabilities
Provide growth opportunities
How You'll Work.
Team & Collaboration
Software teams; Program management teams
Process & Methodology
Road mapping
Full Job Description
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. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. This position will play a critical role supporting shoppers in our stores. Payment Risk Operations 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. Core Responsibilities - In charge of managing a group of frontline managers and their specialists who investigate buyer transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions. - Provide leadership and administrative support to their team(s) and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting/achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team. - Participate in strategic planning, project road mapping activities of the team. - Identifies trends in team performance and recommends/implements change to constantly raise the Performance levels in the team. - Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required
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