Investigations Manager I, Investigations
Physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal.
Must have a reliable ISP with at least 200 MBPS speed or higher and a minimum of 100 GB data from a reliable provider.
Internet and power backup must be available in case of connectivity or power outages.
Your work area should be a private space free of distractions (e.g., barking dogs, television noise, music, children) and must allow you to devote full attention to the Amazon customer.
Remote Work Requirement
Although the position requires a physical presence in the specified locations, a stable high-speed internet and uninterrupted power supply are essential for remote accessibility when needed.
Key Job Responsibilities
People ManagementLeading and developing a team of ***** investigations associates; responsible for overall performance management, coordination, and evaluation with traditional and data-driven insights.
Developing and achieving performance goals aligned with the network-wide vision, using analytics tools to track progress.
Carrying out supervisory responsibilities per Amazon policies: interviewing, structured training, work allocation, and performance reviews supported by analytics tools.
Mentoring new managers and high-potential employees, including technology and process improvement guidance.
Owning site-level initiatives and implementing efficient digital solutions.
Communicating policies and updates to associates through established channels and digital platforms.
Ensuring compliance and consistency through systematic monitoring and documentation processes.
Business/Operations ManagementManaging SLAs using real-time tracking systems and performance dashboards.
Ensuring quality and productivity of the team with traditional metrics and AI-assisted monitoring tools.
Developing and achieving performance goals through data-driven decisions and operational excellence.
Identifying customer issues
• Analysis of customer feedback and trends
• Implementing targeted solutions
• Using AI tools for pattern recognition
• Building process improvements based on findings
Driving continuous improvement culture
• Traditional 'kaizen' and lean methodologies
• Strategic automation where applicable
• Data-driven process optimization
Cross-functional collaboration and eliminating barriers to accuracy, productivity, and quality
• Conducting regular process assessments
• Implementing automated solutions for routine tasks
• Using analytics to identify bottlenecks
• Developing standardized operating procedures
• Leveraging appropriate technology solutions
Basic Qualifications
Education and Experience: Bachelor's Degree from an accredited university.
2+ years people leadership experience managing teams of ***** direct reports.
Contact Center Operations experience and success in leading teams through process changes and improvements.
Experience developing and implementing standard operating procedures and coaching teams on problem-solving methodologies.
English language fluency; ability to communicate complex problems and solutions to stakeholders.
Experience documenting and presenting process improvement initiatives; proven expertise in root cause analysis tools (5-Why, Fishbone diagrams, Pareto analysis).
Experience leading continuous improvement initiatives and measuring impact.
Strong analytical skills; ability to identify trends and patterns in data and make metrics-based decisions.
Ability to translate data insights into actionable improvements.
Preferred Qualifications
Advanced proficiency in Microsoft Office Suite, especially Excel for data analysis, pivot tables, and reporting.
Experience with data visualization and process mapping tools.
Demonstrated ability to use analytical tools for root cause analysis and problem solving.
Understanding of project management methodologies and practical application.
Experience leading cross-functional process improvement projects.
Ability to manage multiple initiatives while maintaining operational excellence.
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