As a Risk Manager of the Quality & Audits team you will be responsible for providing the overall management for a team of employees and direct leadership to the audit and investigation team overseeing and developing employee performance and process improvement activities. This team conducts quality audits and risk reviews across multiple identity verification and compliance programs with investigatory resources and tools to validate identity. The group has responsibility for taking appropriate actions on accounts to protect Amazon from risk of account takeover and to prevent/mitigate fraud. The team aims and works towards zero fraud zero account takeovers zero false positives and zero scams of any kind. The team seeks the best possible trade-off between customer experience and risk related losses and when they have to make difficult choices they will err towards the customer experience.
You will be responsible for building and maintaining SOPs implementing managing and reporting through Metrics Service Level Agreements and Key Performance Indicators through Strategic Leadership and Vision Daily Operational Management and Continuous Process improvements. You will be responsible for building operational cadences and review mechanisms to enable the team to achieve performance standards. You will have a robust voice in the forecasting accuracy of audits and investigations the necessary staffing requirements to achieve SLAs and in ensuring all coaching training needs are met.
You will be a functional Operations owner who works closely with the global program owners to design and deploy business strategies for enhanced Customer experience including SLAs First Contact Resolution feedback on policies and decision quality and overall tools enhancements.
Key job responsibilities
Manage a team of auditors and investigators across multiple identity verification and compliance programs
Provide data analysis and conduct investigations as needed
Pull data from numerous databases (using Excel Access SQL and/or other data management systems) to 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
Identify and eliminate root causes of defects in order to drive efficiency in Amazons operations
Understand the business impact of trends and make data-driven decisions based on available data
Systematically escalate problems or variances in information and data to the relevant owners and teams
Work within various time constraints to meet critical business needs while measuring and identifying activities performed
Create narratives outlining weekly findings and variances to goals and present these findings in review forums
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 audit and investigation handling volumes performance and decision quality
Drive operational efficiencies across all processing areas whilst improving internal and external customer experience
Willing to work in rotational shifts in a 24x7 environment
About the team
Its no secret that Amazon relies on its technology to deliver millions of packages every day to its customers on time with low cost. Within Amazons middle mile transportation network our team provides scalable solutions across identity verification quality audits and process improvement programs ensuring operational compliance and protecting the network from fraud and abuse. We proactively monitor processes conduct risk reviews and drive continuous improvement across multiple programs serving both North America and Europe. Our mission is zero fraud zero account takeovers and zero false positives while always prioritizing the customer experience. This is a fast-growing data-driven team where your work has direct measurable impact.
- Experience with MS Office MS Excel and data retrieval languages
- Experience in compliance program management legal governance audit risk/loss prevention or equivalent
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