Operations Manager, Registration and Compliance Operations - #1730549

Amzn Support Srvcs Costa Rica

Fecha: 14/01/2022
Ciudad: Mercedes, Heredia
Tipo de contrato: Tiempo completo
Amzn Support Srvcs Costa Rica
  • Bachelor's degree
  • Excellent English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business is required.
  • 5+ years of people manager experience in multinational operations companies or contact centers.
  • Proven experience as a manager of managers. Influencing results and leading through leaders at scale.
  • Demonstrable operational excellence skill & project management experience.
  • Advanced working knowledge of MS Office (esp. MS Excel, Word).
  • Ability to hire and develop a scalable team.
Job summary
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform

The Registration and Compliance Operation (RCO) is looking for an experienced Investigations Manager with a passion for leading a talented team of Managers in the Seller In-Person Verification team
The objective of IPV is to verify the identity of new sellers, on-board good sellers and eliminate bad actors through the investigation process. This is a critical role to ensure that Amazon is able to detect and prevent fraudulent and high-risk transactions, while protecting the customer experience for legitimate customers

Key job responsibilities
  • Manage individual and team manager performance expectations and goals, monitoring real time service levels and schedule adherence, and holding his/her teams accountable to meet and exceed performance targets.
  • Manage a team of front line managers and oversee a team size of 50-60 employees.
  • Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.
  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
  • Strive for operational excellence and process improvement. Analyze the key levers of the business to identify the trends and proactively take action to eliminate root causes for defects.
  • Represent the site from the program or function perspective to execute initiative for the site. Actively engage in the RCO's global initiatives, contributing to achieve tactical and strategic goals.
  • Multi-lingual skills.
  • Fraud investigations/Credit Approval/Claim processes and/or Financial Risk Management Operations that would be a value add to this experience.
  • Experience in a customer focused field or business.
  • Six Sigma Black belt/green belt or equivalent working experience.
  • Advanced qualifications such as MBA would be advantageous.

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