Risk Manager II, Relay Product Excellence

As the Risk Manager of the Relay Account Investigation team, you will be responsible for providing the overall management for a team of employees and direct leadership to the investigation team, overseeing and developing employee performance and process improvement activities.

This team conducts risk reviews on accounts with investigatory resources and tools to validate identity.

The group has responsibility for taking appropriate actions on or 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 SOP's, 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 strong voice in the forecasting accuracy of 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.

You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. As new use cases emerge, you must quickly adjust, onboard and train employees to take on new processes. You must ensure that SOPs, work processes and trainings meet standards and then ensure a successful ramp and execution.

As SOP's/ Policies evolve, due to addition of new stores and changing regulations, and new enforcements are added, you will be required to deploy innovative mechanisms to accommodate new complexities, risks and makes adjustments in the operating environment for consistent delivery.

You should have excellent business and communication skills and be able to work with senior management globally, site peers and worldwide business stakeholders.

You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives.

You will partner closely with machine learning, product, technology, and program teams to define and build innovative and delightful experiences for drivers and customers.

You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive product development at Amazon speed.

You will set the tempo for defect reduction through continuous improvement and drive accountability across multiple business units in order to deliver large scale high visibility/ high impact projects.

You will lead by example to be just as passionate about operational performance and predictability as you will be about all other aspects of customer experience.

You will be required to build a strong culture within the teams driving towards excellence in execution (Deliver Results) and Employee Success/Employee Experience.

You must demonstrate the ability to hire and develop strong leaders, have a genuine passion for people, and coaches them to deliver exceptional levels of performance.

You must demonstrate the commitment to DEI through building a culture of inclusivity, ensuring equity in our people processes and hire a diverse team of employees.

Key job responsibilities

• Manage a team of risk managers and investigators
• The right individual will have solid business judgment, effectively communicate team goals, and drive a fast-paced organization to deliver results with a focused and pragmatic approach to the business
• Achieve operational excellence and drive process improvements
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders including succession planning. Act as proponent for DEI
• Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality
• Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment
• The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience
• Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations and program management

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 cutting edge technologies in big data, machine learning, optimization techniques, and operate high volume, low latency, and high availability services.

We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND

BASIC QUALIFICATIONS

• 5+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience
• Bachelor's degree or equivalent
• Experience handling confidential information
• 8 or more years of experience leading an operational organization in a global environment, responsible for an overall team of 50+ employees
• Should be manager's manager
• Wellversed with written and verbal communication skills both remotely and face to face
• Evidence of success in operational management, operational enhancement and operational change
• Experience of managing and developing two levels of management along with their direct reports.
• Coaching and leadership skills including evidence of successful succession planning models.
• 6 years+ people and performance management experience
• A proven track record of implementing, delivering large projects and communicating effectively

PREFERRED QUALIFICATIONS

• 3+ years of program requirements definition and data and metrics leveraging to drive improvements experience
• Professional auditing qualification, or similar risk or compliance credentials
• Experience with SQL and Excel
• Proven experience across the domain of Risk Management, Fraud Management & Operations.
• Proven track record of driving change and innovation.
• Proven ability to understand and manage complex systems.
• Strong ability to source and analyze data to drive business strategies and decisions.
• Should be highly data driven.

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