Operations Manager II

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.DESCRIPTION: The Product Review Abuse (PRA) Ops team is an important segment of the Sales Abuse Prevention (SAP) organization and has a mission to prevent abusive community content from entering our store, and when it does, limit the Customers' exposure to it. PRA aims to preserve the Customers' trust in Amazon's community content. Our customers are Amazon shoppers who use that content to make informed decisions. The role specifically requires managing a team of highly skilled employees working on Investigations, training Machine Learning models and partner with Business/Data Science teams for various initiatives.Summary of Responsibilities -The ideal candidate will be in charge of managing multiple team managers. The teams consist of Investigation specialists (~75-80 headcount) who investigate Buyers, Sellers and take appropriate actions based on SOPs, tool recommendations, and also take high-judgment decisions.People manager - provide guidance and administrative support to the team(s) and manage them to focus on process and Individual development. Minimize impact on Seller & Customer Experience by meeting Decision Quality targets, constantly meet/exceed Service Levels and execute road-mapped projects with various stakeholders.In addition to being responsible for achieving and exceeding the defined metrics through rigorous performance management, the candidate will also be expected to participate in strategic planning, process Improvement initiatives and road mapping new activities of the team. Managing the team in accordance with Amazon's policies and procedures including effective staffing, work planning, corrective action and conflict resolution.Key job responsibilities The incumbent is required to demonstrate performance in the following areas:Operations: The candidate needs to be able to drive results in a core production environment. Will be accountable for leading teams across different sites and work with stakeholders towards meeting operational metrics of accuracy, quality, productivity & service levels. Will be responsible for setting the goals & vision for the segment(s) operating within the team. Should be able to head projects coordinating with various stakeholders that influence not only their own team but also the larger Org.Metrics: Consistently lead the group of managers to meet goals aligned to improved customer experience and meet service levels as per goals. Will also be accountable to represent the performance of his entire team/Segment in various Business Reviews. The candidate should be able to dive deep on metrics, facilitate discussions and solutions to outliers. Ensure the team delivers as per plan.Stakeholder management: The candidate needs to communicate with multiple stakeholders within the organization, peer group as well as support functions to ensure smooth delivery of the processes being handled. Keep abreast of trends and issues impacting the industry, while ensuring that Amazon is leading the curve in identifying and preventing new product review abuse patterns.Process Improvement: Deliver medium to high complexity projects for significant Business impact and contributions through improvement on quality, productivity, or customer experience. Work with various stakeholders within SAP and outside TSI to ensure feature prioritization and delivery of process level improvements. The candidate will also have to enable / empower the team to deliver on improvements, consistently demonstrate timely delivery of projects on the roadmap eventually supporting the team and department's vision.People Development: Develop the career and skills of Managers and Investigators in the team through regular performance feedback loops. Setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within the teams and up-skill accordingly. Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Work towards creating a good succession plan within the team and be able to hire the best talent for his teams and for Amazon, while acting as a mentor for both.BASIC QUALIFICATIONS: - 3+ years of team management experience - 8+ years of operational and/or retail management experience - Experience using data to influence business decisions - Experience as a manager of managers PREFERRED QUALIFICATIONS: - Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level - Experience in operational excellence using six sigma methodologiesOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. 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