Detalle de la Oferta

Descripción de la Oferta

DESCRIPTION

Amazon's Account Integrity team (AIT) within the Selling Partner Support organization is looking for a passionate, results-oriented Operations and Program leader to manage a medium sized team of ~50 people. We're looking for a leader that will take ownership and drive change in a dynamic global business environment and leverage their team to do so. It is expected the individual will ensure Account Integrity processes stay ahead of risks associated with growth in areas of process design, internal control effectiveness, system integration, and other relevant fields. This individual must be eager to dive deep into processes and have a proven record of delivering process efficiency. The preferred candidate will have auditing skills, problem solving skills, process and system knowledge, ability to dive deep and enumerate a problem and be able to delegate effectively.

Key job responsibilities
Basic Operations: - Responsible for site operations and delivery on key business metrics of quality, productivity and service levels in a production environment - will need to be done for 4 different functions
- Work closely with the global program teams to design and deploy business strategies
- Responsible for setting the goals and vision for the function, works with Ops Analytics and global operations to identify & baseline the functional goals.
- Build a deep functional knowledge to deliver on the service standards with highest precision.
People management
- Responsible for creating employee growth and development mechanisms. Enabling the next level managers in creating succession plans and talent development.
- Responsible for creating employee engagement and development strategy for the site.
- Will be an integral part of hiring for the team and other global functions
- Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.
- Will represent the team, including all managers in the appraisal process.
Process Improvements
- Build deep business & domain knowledge to partners with program owners to identify process/ tool & SOP gaps and recommend solutions.
- Identify and lead projects across various teams, develop new metrics and drive creation of new tools.
- Partner with support functions such as WF/Ops Analytics team to drive operational excellence and process improvement.
- Drive innovation within the team to improve operational efficiencies and customer experience
Networking
- Drive organizational goal by working with multiple internal and external stakeholders.
- Drive common goals across various teams and set up effective communication channel
Program ownership
- Expected to manage ~2 program goals individually and then execute projects to meet those goals.
- Expected to develop detailed work backwards plans

A day in the life
1. Review daily operational metrics through mechanisms created by the Operations manager
2. Weekly WBR reviews on team and process metrics
3. Lead and involve themselves in critical process and people meetings
4. Work on key outputs from connections insights for the month
5. Review weekly progress on project updates from the team and provide guidance on timelines and bar of output
6. Drive team to deliver on planned capacity and provide insights for deviation

About the team
The team of ~45 people are called the Account Integrity Investigations and Support team (AIIS). There are 3 broad functions within the team :
1. BA3 (Bad Actors Account Appeals - team responds to appeals/emails from account holder when AIT enforces accounts due to suspicion of bad actor activity)
2. ML Ops (erstwhile Data Mining) - team performs audits for false positive checks, spot checks for ML teams
3. SIT (Scams Investigations Team) deals with impersonation scams and tagging accounts that are vicitim of someone impersonating Amazon.

The team is also includes a Program Manager , an SME and aqn MIS specialist supporting the leader on data needs

BASIC QUALIFICATIONS

Educación Superior