As a Risk Manager of the Driver Identity Verification team, you will be responsible for providing 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 accounts to protect Amazon from risk of account takeover and to prevent/mitigate fraud. The team aims toward 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 faced with difficult choices, they err toward customer experience. You will be responsible for building and maintaining SOPs, 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 build operational cadences and review mechanisms to enable the team to achieve performance standards. You will have a strong voice in forecasting accuracy of investigations, staffing requirements to achieve SLAs, and ensuring coaching and training needs are met. You will be a functional operations owner, working closely with 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 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 to drive efficiency in Amazon’s transportation operations Understand the business impact of trends and make data‑based decisions Escalate problems or variance in the information and data to relevant owners and teams Work within time constraints to meet critical business needs, measuring and identifying activities performed Communicate findings, create narratives, and present variances in review forums Drive operational excellence and process improvements Develop employees’ skill sets to expand team capabilities Manage and execute defined metrics and quality, maintain clear metrics on investigation volumes, performance, and decision quality Use analytical abilities to prioritize and influence, show creativity, experimentation, and innovation; drive projects with urgency in a fast‑paced environment Enable operational efficiencies across all processing areas while improving internal and external customer experience Work rotational shifts
About the team Amazon relies on its technology to deliver millions of packages every day to its customers on time and with low cost. The Middle Mile Transportation Technology organization builds complex software solutions that work across vendors, warehouses, and carriers to optimize time and cost. Our services handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of carriers, owner operators and drivers worldwide, manage business rules for millions of unique products, and improve ordering and delivery experience for millions of shoppers. This remains a fast‑growing business with rapid expansion into new geographies, innovations in supply chain, unique delivery models, and a growing number of shipments worldwide. We aim to build the most efficient and optimal transportation solution on the planet using technology and engineering as our advantage. Basic Qualifications
Experience with MS Office, MS Excel, and data retrieval languages
Preferred Qualifications
Experience with Microsoft Office products at an advanced level and SQL
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