Managers - Risk Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing coaching feedback sessions, and weekly one-on-ones. Their focus is on making our platforms safer to transact, improving customer satisfaction, monitoring real-time service levels, schedule adherence, and serving as leaders and points of contact for escalated contact resolution of a supervisory nature.
They are responsible for managing a team of Investigation specialists who investigate transactions on Amazon platforms and take appropriate actions based on processes, tools, and high-judgment decisions.
Managers provide leadership and administrative support to their team, managing them to achieve and improve service levels based on forecast and capacity, minimize bad debt impact by achieving targets, drive process improvements, ensure project execution (and identify new projects), and focus on team development.
They are responsible for achieving and exceeding team metrics, participating in strategic planning, and project road mapping. They identify performance trends and implement changes to enhance team performance. They also participate in cross-team projects addressing broader organizational issues.
The key to success in this role is understanding the Transaction Management group’s vision and making independent decisions with sound judgment to guide their teams toward that vision.
Performance areas include:
* Metrics: Leading the team to meet/exceed service levels and reduce bad debt, maintaining team performance.
* Process Improvement: Delivering business impact through quality, productivity, or customer experience improvements, and timely project delivery.
* People Development: Developing team performance, skills, and careers, and recruiting top talent.
* Business Exposure: Using industry and marketplace knowledge to influence organizational strategy.
* Judgment and Discretion: Exercising discretion in decision-making, collaborating with stakeholders, and documenting decisions with wider impact.
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