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. Co