As a Risk Manager of the Driver Identity Verification team, you will be responsible for providing the overall management for a team of employees and direct leadership to the investigation team, overseeing and developing employee performance and process improvement activities. This team conducts risk reviews on drivers with investigatory resources and tools to validate identity. The group has responsibility for taking appropriate actions on or accounts to protect Amazon from risk of account takeover and to prevent /mitigate fraud. The team aims and works towards zero fraud, zero account takeovers, zero false positives, and zero scams of any kind. The team seeks the best possible trade-off between customer experience and risk related losses, and when they have to make difficult choices, they will err towards the customer experience.
You will be responsible for building and maintaining SOP’s, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators through Strategic Leadership and Vision, Daily Operational Management and Continuous Process improvements. You will be responsible for building operational cadences and review mechanisms to enable the team to achieve performance standards. You will have a strong voice in the forecasting accuracy of investigations, the necessary staffing requirements to achieve SLAs, and in ensuring all coaching, training needs are met. You will be a functional Operations owner, who works closely with the global program owners to design and deploy business strategies for enhanced Customer experience, including SLAs, First Contact Resolution, feedback on policies and decision quality and overall tools enhancements.
Key job responsibilities • Manage a team of investigators • Provide data analysis & conduct investigations (as needed) • Pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed • Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends • Identify and eliminate root causes of defects in order to drive efficiency in Amazon’s transportation operations • Understand the business impact of the trends and make decisions that make sense based on available data • Knowledge to systematically escalate problems or variance in the information and data to the relevant owners and teams • Work within various time constraints to meet critical business needs, while measuring and identifying activities performed • Written and verbal communication experience, as you will be required to create a narrative outlining your weekly findings and the variances to goals, and present these finding in a review forum • The right individual will have solid business judgment, effectively communicate team goals, and drive a fast-paced organization to deliver results with a focused and pragmatic approach to the business • Achieve operational excellence and drive process improvements • Develop employees and their skill sets to expand the team capabilities • Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality • Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment • The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience .Person should be willing to work in rotational shifts
About the team It’s no secret that Amazon relies on its technology to deliver millions of packages every day to its customers – on time, with low cost. The Middle Mile Transportation Technology organization, builds complex software solutions that work across our vendors, warehouses and carriers to optimize both time & cost of getting the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large carriers, owner operators and drivers worldwide, manage business rules for millions of unique products, and improve ordering and delivery experience for millions of online shoppers. That said, this remains a fast growing business and our technical journey has only started. With rapid expansion into new geographies, innovations in supply chain, unique delivery models for products ranging from Amazon Fresh groceries, ultra-fast Prime Now deliveries of big-screen TV’s, increasingly complex transportation network, and growing number of shipments worldwide, we see a brand new opportunity to fundamentally change the way people get the stuff they need, and make a big impact by cutting billions of dollars of transportation costs from the ecosystem. Our mission is to build the most efficient and optimal transportation solution on the planet, using our technology and engineering muscle as our biggest advantage. We aim to leverage latest technologies in big data, machine learning, optimization techniques, and operate high volume, low latency, and high availability services.
Basic Qualifications
- Experience with MS Office, MS Excel, and data retrieval languages
- • Min 2 years of experience working on identity verification/ fraud detection processes • Prior experience in manufacturing, transportation, customer service, and/or distribution environments • Min 5 years of overall experience out of which over 3 years of experience in leading an operational organization in a global environment, responsible for an overall team of 15+ employees • Bachelor’s Degree from an accredited university or equivalent • Should be flexible to adapt to a 24 x 7 operating environment • Ability to pull data from databases (using Excel, Access, SQL and/or other data management systems) • Well-versed with written and verbal communication skills both remotely and face to face • Evidence of success in operational management, operational enhancement and operational change • Coaching and leadership skills including evidence of successful succession planning models. • 3 years+ people and performance management experience
Preferred Qualifications
- Experience in Lean and Six Sigma
- Data management & data quality control experience with experience pulling and analyzing large sets of data
- Knowledge using data to drive root cause elimination and process improvement
- Knowledge in data and experience spotting the trends and fixing gaps
- Experience in building Quick Suite dashboard
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