Investigation Manager II, Catalog Discovery Abuse

TEAM OVERVIEW

Catalog Discovery Abuse (CDA) focuses on building and maintaining selling partner trust, preventing multiple forms of seller and vendor abuse, and reinforcing customer trust in our store. CDA addresses risk from Selling Partner accounts across three areas: (A) Preventing bad actors from creating or compromising Selling Partner accounts, (B) Preventing bad listings, reviews and other community content, and (C) Ensuring a perfect order experience, including preventing the sale of inauthentic, expired or used products sold as new, and quickly making things right for customers if they don't receive an authentic product in the condition they expect. The CDA team focuses on investigating listing and infringement abuse, reported by other Amazon policy teams, brands and selling partners through multiple submission channels..

JOB DESCRIPTION

This role would be in charge of managing multiple 1st line managers and their respective teams (~18 Investigators per team) This would consist of multiple teams of Investigation specialists (+70 headcount) who investigate seller listings on Amazon platforms for reported abuse, and take appropriate actions at an ASIN level based on processes, tools and high-judgment decisions.

As a people manager, this role provides leadership and administrative support to their team(s) and manage them to focus on the people development of their team, minimize the impact of bad debt by meeting decision quality targets, constantly meet/exceed service levels based on capacity and team delivery, and execute road mapped projects with various stakeholders.

In addition to being responsible for achieving and exceeding team's defined metrics through rigorous performance management, they will be expected to participate in strategic planning and project road mapping activities for the global team, and maintain the team in accordance with Amazon's policies and procedures including effective staffing, work planning, corrective action and conflict resolution.

The key to success in this role is the ability to understand the CDA vision and make independent decisions with sound judgment to manage their teams to attain that vision.

The role has the following key responsibilities:

People Management:
1. Key Performance Indicators (KPIs): consistently lead the group of managers to monitor and meet the goals aligned to decision quality, productivity, improved customer experience and meet service levels as per targets. They are responsible to represent the performance of his entire team/sub-function at various platforms worldwide. The Sr. Manager is able to dive deep on metrics and facilitate the solutions.

2. People Development, by developing the career and skills of their Managers and Investigator teams through continuous closure of performance feedback loops. Is expected to setup governance mechanisms on people processes. The manager would be responsible for engaging people, identifying training needs within his teams and accordingly upskill. Responsible for creation of a roadmap based on improvement areas and career aspirations and track adherence. Enable and develop self-driven, customer-focused and innovative team, raising the talent bar across the team through hiring and mentoring.

Operation Management:

1. Process Improvement: deliver medium to high complexity projects and improve processes with significant business impacts and contributions to the operation through improvement to quality, productivity, or customer experience. Work with various stakeholders within and outside STAR to ensure feature prioritization and delivery of process level improvements. The Sr. Manager enables their team to deliver on improvements. Consistently demonstrates timely delivery of projects on roadmap to support the team and department vision.

2. Stakeholder management: the candidate also needs to communicate with multiple stakeholders within the organization - the peer group as well support functions to ensure smooth delivery of the processes being handled. Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.

We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer centric company.

Basic Qualifications:
- 3+ years of team management experience
- Experience using data to influence business decisions
- 2+ years of operational and/or retail management experience
- Experience in a customer-focused field or business

Preferred Qualifications:
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience in operational excellence using six sigma methodologies

Our 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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