Manager, Program Management, Account Integrity

13+ years of operational and/or retail management experience
- 6+ years of team management experience
- Experience using data to influence business decisions
- Experience across the domain of risk management & fraud

Amazon’s Account Integrity team (AIT) within the Selling Partner Support organization is looking for a senior leader for the Program and operations team based out of Costa Rica. The AIT team owns designing and building high performance software systems using machine learning that identify and prevent fraudulent activity and maintain high trust levels with our customers. Stopping bad actors improves our ability to stop downstream fraud and abuse. The role of the program and operations team is to provide support to our ML roadmap for bad actor enforcemennts, detect and mitigate scams and also drive insights for false positive metrics across our wider organization.
As a leader of the Program in the Account Integrity group, you will be responsible for managing a team of 32 investigators that are supervised by 3 managers and 1 program manager. You will also be leading all process improvements initiatives as a program leader with downstream teams such as Abuse and Fraud detection and upstream teams such as ML and product teams. Your team will enable analysis data in partnership with product managers, scientists, and engineers, drive root cause analysis of ever-changing bad actor behaviours, own and indepedently generate program roadmaps, help develop OP1 inputs required by AIT tech teams to improve operational processes.

Key job responsibilities
1. Provide leadership direction to Program and Investigations Managers in managing day to day activities of bad actor detection
2. Develop and help drive the execution AIT operations and program based out of the SJO. Should be able to independently to develop program roadmaps (not project ) and drive execution with their team and stakeholders.
3. Navigate an ever-changing risk environment and focus on developing long term strategic charter and balance it with very short term initiatives
4. Evolve the charter for incorporating data signals to ML and Product teams for improving AIT efficiency in detection of bad actor traffic. Consequently, improve downstream insight generation for Abuse and Fraud teams for improved detection of bad actor activity during a transaction.
5. Monitor and correct gaps in efficiency of work such as non-productive time and idle time. Manage overall org shrink and overtime for the orgs. Should be able to understand operartional concepts of utilization and occupancy and drive improvements and tracking for their team.
6. Lead and manage talent reviews for the direct team. Also should be able to drive the talent review for the entire Risk Mining and Operations org
7. Write monthly and quarterly business reviews that are reviewed at leadership level
8. Develop scalable mechanisms within the team for providing OP1 and OP2 (OP = Operational plan) tech inputs to machine learning and Engineering teams - once per year

A day in the life
1. Manage day to day issues of the team in terms of team health and satisfaction, unblock any administrative or data issues with HR, GREF or AIT internal stakeholder teams. Includes weekly 1:1s and performance management.
2. Monitor and regulate high performance from the operations and program team
3. Lead and be available for meetings with US and IN stakeholders teams.
4. Handover in progress work with clear templates
5. Work on projects - via meetings, mental model or output documents, workshops, internal dive deeps.
6. Individually drive roadmap items by doing thorough analysis of data and driving actions items with relevant stakeholder groups.

San Jose, CRI
- 3+ years of managing medium to large size cross functional teams experience
- Knowledge of and proficiency in Excel and SQL
- Experience with Lean or Six Sigma analytical techniques