Sr. Investigation Manager, Payment Risk Operations

hace 1 semana

San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

2 to 4 years of experience managing managers in a contact center environment or 4+ years managing associates.
- Proven operational, analytical and interpersonal skills.
- Strong attention to detail and organizational skills.
- Schedule flexibility

Job summary
**Job Description**:
Payment Risk Operations works to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through people and technology, we manage risk across hundreds of services and multiple geographies, focus on our customers and scale through innovation.

Core Responsibilities
- Provide leadership and administrative support to their team(s) and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting/achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
- Participate in strategic planning, project road mapping activities of the team.
- Identifies trends in team performance and recommends/implements change to constantly raise the Performance levels in the team.
- Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
- Understand PRO’s vision and make independent decisions with sound judgment to manage their teams to attain that vision.
- Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
- Actively manage investigator capacity 7 days a week and the triggers for creating investigations to balance global investigation supply and demand.
- Provide focused feedback loops for managers and investigators based on crisp performance and quality data.
- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to identify new fraud Modus Operandi. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.
- Work with software and program management teams to articulate and prioritize feature needs for investigation tool sets.
- Recruit top-quality frontline managers. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.

Preferred qualifications
- A Bachelor’s degree is preferred and/or relevant experience.
- Proven ability to interact with senior and corporate leadership.
- Knows how to use data and analytics to make informed decisions.
- Ability to thrive in an ambiguous and fast-paced work environment. Advanced working knowledge of MX Office (esp. MS Excel).

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