Manager II, Risk

Have you ever thought about what it takes to detect and prevent abusive activity among hundreds of millions of eCommerce transactions across the globe? What would you do to increase trust in an online marketplace where millions of buyers and sellers transact? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Our mission in Abuse Risk Mining is to make the safest place to transact online and prevent all kind of monitory loss to the company through invalid concessions. Abuse Risk Mining safeguards every financial transaction across all Amazon sites, while striving to ensure that these efforts are transparent to our legitimate customers. As such, ARM builds the operational processes that minimize risk and loss, and maximize trust in The ARM Operations team is the group within Buyer Abuse that goes beyond core operations to identify live abuse patterns in the abuse space while working closely with the Analytics and Machine Learning teams to ensure seamless resolution to difficult & complex cases with similar pattern across Amazon. This team requires high bias for action and deep dive skills as identifying and prioritizing large set of data is required with high accuracy to utilize the bandwidth efficiently. The team has an ability to dynamically change the goals mid-way basis the changes noticed in different stores, abuse patterns, attacks etc. ARM plays a critical role in reducing bad debt and providing operational insights into bad debt drivers through clustered investigations and reviews of abusive activity at scale. ARM managers are deeply knowledgeable of abuse indicators and the platforms and tools required to initiate decisions in bulk. They challenge the status quo and in order to achieve continuous improvement they partner with stakeholders from Program, ML and Product teams. The managers don't restrict themselves to execution but actively participate in planning and development as well. ARM is seeking committed & results-oriented candidates with a proven track record to join Abuse org. Candidates will be responsible for a wide range of duties related to investigation and elimination of online e-commerce abuse. The ARM position relies on analytical and critical thinking and problem-solving skills including the ability to recommend solutions in an ambiguous & ever-challenging environment.
In this role, you will have the unique opportunity to develop a team of ~10-12 risk mining investigators, refine the existing investigation processes, and build metrics to effectively monitor suspicious abusive activities. The ideal candidate will have demonstrated success in an environment which offers ambiguously defined problems, big challenges, and quick changes. The L4 ARM team manager will be expected to deliver detailed execution and solid cross-functional collaborative results-oriented work.
To be successful in this role the ideal candidate will have demonstrated skill and experience in the following:
Key Responsibilities:

Behavioral:
1. Scope and Influence
a. Lead a team of investigators who mine large data sets and convert investigations into allegations of organized abuse on the Amazon website
b. Guides the team to investigate suspicious orders as well as selling and buying behavior that could pose a risk to Amazon
c. Ensure the team consistently achieve/exceed weekly targets and quality standards for investigations by sharing timely reports, support and feedback
d. Works on projects that design/improve tools or processes by testing and/or develops recommendations for management Influences processes, project plans, and stakeholder interactions
e. Able to work through ambiguity with limited supervision
f. Encourage creativity, risk-taking, and constant improvement
2. Process Improvement
a. Guides investigators to use a combination of manual and automated tools to obtain information & report bugs
b. Use data to detect abuse trends and drive critical business decisions
c. Works closely with ML in improving the quality of queuing to improve customer experience
d. Identify opportunities and contribute solutions for continuous improvement of investigations
e. Defines requirements, facilitates progress, identifies blockers, and increases the visibility of issues.
3. Execution and Communication
a. Coordinates the delivery of undefined/dynamic risk projects/goals.
b. Leads deep dives and/or escalations communications
c. Develop, maintain and continuously improve core metrics
d. Guides the team to drive risk mitigation through identification of abusive patterns.
e. Provide support and guidance to the team members and establish measurable goals
f. Communicates effectively both in verbal and written form on all investigative matters
g. Create an inspiring team environment with an open communication culture
h. Owns the key team priorities and assists teams and supports execution
i. Responsible for internal communication on key process changes for easy percolation to entire team and org
4. Technical
a. Run basic SQL queries and coaches the team on basic SQL
b. 3+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
c. Will work on framework to improve and create multiple internal tools that help during investigations. Collaborate with engineering teams to improve tool sets

Basic Qualifications:
- Experience in audits related to business processes, risk mitigation, program compliance, or internal audits
- Experience in customer service
- Experience working in relevant industries such as law, customer service, investigations, risk, compliance or project management
- Experience with all Microsoft Office applications
- Bachelor's degree or equivalent

Preferred Qualifications:
- Experience using data and metrics to back up assumptions and implement effective solutions
- Experience working in risk, fraud or compliance organizations
- Master's degree or equivalent

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