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http://www.amazon.com/gp/jobs/177886/
Investigations operations manager, Amazon China
US, WA, Seattle • Job ID 177886 • Amazon Corporate LLC
Job Description
Join one of the most important teams at Amazon and make a difference. TRMS
is charged with making Amazon.com/Amazon.cn the safest place to transact
online. We achieve this through a combination of automated and manual
investigations of the buyers and sellers on our marketplace.
The Manager, China TRMS Investigations operations owns the productivity,
quality, capacity and the development of the new operation team based in
Seattle, WA. The manager also needs to be keen on the local needs, influence
and interact with our worldwide operation by driving global initiatives to
achieve tactical and strategic goals. This is a critical role to ensure that
Amazon is able to detect and prevent fraudulent and high-risk transactions,
while also protecting the customer experience for legitimate customers.
The manager's success will be measured by their ability to:
· Manage investigators, teams and processes to ensure effective workflow in
a 24/7 environment.
· Implement best-in-class processes and practices for maintaining and
exceeding productivity and quality service level agreements.
· Actively manage investigations
· Actively manage and continuously improve workflow management to ensure
effective use of resources and adherence to service level agreements.
· Provide focused feedback loops for investigators and teams based on crisp
performance and quality data. Develop and reward strong performers.
· Analyze the key levers of the business to identify trends and proactively
take action to improve efficiency and reduce time to detect poor-performing
sellers.
· Work with software teams to articulate and prioritize feature needs for
investigation tool sets.
· Recruit top-quality investigators. Develop employees and their skill sets
to expand the team capabilities , build team and provide growth
opportunities for future Amazon leaders.
· Build a strong partnership with the local team to ensure the best in
class operations
Basic Qualifications
Native Chinese and native or near native English language skills are
required. Keys to success in this role include exceptional operational,
managerial, analytical, and interpersonal skills. Candidates need to be able
to understand the global vision and make independent decisions with sound
judgment. Additionally:
· A completed BS/BA Degree is required. Business Administration, Management
, Operations or related field is a plus.
· 3+ years management experience in operations (customer service call
centers, operational excellence black belts/green belts) or investigations (
fraud investigations, claim audits, credit approval processes)
· Use of metrics, data, and trend analysis in decision making. Excel skills
are required. SQL skills are a plus.
· Management of a large group of employees, with history of mentoring and
developing teams
· Ability to speak to performance metrics (how, when, who) and process
improvement
· Native fluency in Chinese language
Preferred Qualifications
Experience in Fraud/Credit/Risk in financial and or E-commerce is desired. |
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