Investigation Manager (1 year project)

Description

Shopping Experience Protection Operations (SEPO) - Customer Discovery Trust (CDT) is Amazon's comprehensive risk management framework that safeguards the marketplace ecosystem through three core pillars: selling partner account protection, content integrity, and order authenticity assurance. The team investigates and prevents marketplace abuse, handles brand infringement cases, and ensures product authenticity through multiple reporting channels. Operating worldwide, SEPO maintains product quality standards, authenticates merchandise, and supports legitimate sellers while investigating reported violations. Their mission is to establish Amazon as the world's most trusted e-commerce platform by creating a secure environment for customers, brands, and selling partners, while enabling legitimate businesses to thrive through proper verification and swift resolution of quality concerns.

Key job responsibilities

The Senior Manager leads a large-scale operation overseeing multiple L4 managers and their investigative teams (80+ headcount total), who evaluate seller listings and product quality on Amazon's platforms. This leadership role combines strategic oversight with hands-on team management, focusing on developing talent, maintaining high decision quality standards, and meeting service level agreements. The position requires balancing daily operational excellence with long-term strategic planning, including global project roadmapping and stakeholder collaboration. Success metrics include team performance management, bad debt minimization, and service level achievement. The role demands strong leadership abilities to translate SEPO's vision into actionable strategies, while ensuring compliance with Amazon's policies through effective staffing, conflict resolution, and corrective action implementation

A day in the life

KPI Management

Lead team performance monitoring

Meet targets for decision quality, productivity, and customer experience

Present team performance globally

Conduct deep metric analysis

Drive solutions

People Development

Guide career progression for managers and investigators

Implement performance feedback systems

Identify and fulfill training needs

Create development roadmaps

Build high-performing teams through hiring and mentoring

Operations Management

Process Improvement:

Lead complex projects

Drive business impact initiatives

Collaborate on feature prioritization

Ensure timely project delivery

Enable team success in improvements

Stakeholder Management

Coordinate with internal stakeholders

Maintain relationships with support functions

Monitor industry fraud trends

Lead fraud prevention initiatives

Position Amazon ahead of emerging threats

Core Success Metrics

Quality metrics achievement

Team productivity levels

Customer experience scores

Project delivery timelines

Talent development outcomes

Fraud prevention effectiveness

This role combines strategic leadership, people management, operational excellence, and fraud prevention expertise.

Basic Qualifications

• Current L5/Acting L5 with 2+ years of team management experience
• 2+ years of operational and/or retail management experience
• Experience using data to influence business decisions
• Experience as a manager of managers
• Experience across the domain of risk management & compliance operations
  
  

Preferred Qualifications

• Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
• Experience in operational excellence using six sigma methodologies
  
  

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Company - Souq.com for E-Commerce LLC - G32

Job ID: A3161978