Operations Manager, Verification Risk Management Operation KYC / SVR

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.

Amazon is seeking an Operations Manager to join our VRMO team, reporting to the Level 6 Leader. You will be responsible for providing the overall management for a team of 120-150 employees and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities.
The job holder will be responsible for building and adhering to maintaining SOP’s, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators. Furthermore, they will adhere to all aspects of our VRMO Trust & Safety Tenets to protect the Amazon.com brand globally and maximize trust in our end to end systems with buyers, sellers and all other customers.

You will be working in a fast-paced environment where every day brings new challenges and new opportunities. You should thrive and have demonstrated success in an environment, which offers ambiguously defined problems, big challenges, and quick changes. You are expected to balance big thinking with detailed execution and solid cross-functional collaborative results-oriented work. You should have excellent business and communication skills and be able to work with senior management globally, site peers and wide business stakeholders as well as legal owners to develop and define mutually agreeable solutions. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success. This is a highly visible and impacting role within VRMO. You will be expected to work with the program team to scale processes within the function to better serve new sellers during the on-boarding process.

Key job responsibilities
Manage a team of managers and an overall operations team of between 120 and 150 employees.

Ensure high quality and high volume productivity within the jobholder’s organizational units.

Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as a role model.

Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.

Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.

Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.

Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects.

The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.

Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.

Basic qualifications

- 13+ years of operational and/or retail management experience
- 6+ years of team management experience
- Experience using data to influence business decisions
- Experience across the domain of risk management & fraud

Preferred qualifications

- 3+ years of managing medium to large size cross functional teams experience
- Knowledge of and proficiency in Excel and SQL
- Experience with Lean or Six Sigma analytical techniques

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