Company Name : Amazon MENA

Investigations Manager I, Shopping Experience Protection Operations (SEPO)-Customer Discovery Trust

Job Description

Amazon strives to be the world’s most customer-centric company, where customers can find and discover anything that they might want to buy online. Originally known as a bookseller, we have dramatically expanded our range over the years to offer everything from DVD’s to MP3’s, Toys to Tools, Clothing to Computers and so much more.

At the heart of our customer centric business model is CDT . We are a global operation providing round the clock support to the Amazon business and our customers by providing protection from fraudulent purchases, fraudulent sellers and ultimately mediating on claims. Due to extensive growth we require an a manager to lead Cairo Investigators

Summary of responsibilities

· Plan, direct and organize the day-to-day operation of a global Fraud Detection Team across our multiple marketplaces.

· Ensure that all productivity, quality standards and service level agreements are met through effective monitoring, coaching, counselling and training.

· Formulate and recommend practices to increase the effectiveness and efficiency of the department.

· Develop a strong working knowledge of our systems, policies, procedures and products to ensure that the department complies with our internal and external policies, procedures and regulatory requirements.

· Develop and execute strategies to support our culture of continuous improvement and assist the delivery of products and services to meet our customer and business needs.

· Ensure that effective development plans are in place for each team member and that these provide a balance between supporting both individual and business goals and objectives.

· Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.

· Establish strong working relationships with key stakeholders across the business and support the development of global improvement initiatives.

· Provide an open door approach to supporting team requirements and ensure that regular communication sessions / team meetings / 121’s are in place to positively support our raise the bar philosophy.

Key job responsibilities

Risk Investigations set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.

The incumbent is required to demonstrate performance in the following areas:

Metrics – by consistently leading their team to meet and exceed service levels and targets in reducing bad debt for their Company and maintain the performance and metrics of all team members, and hence the team at expected levels.

Process Improvement – by delivering significant Business impacts and/ or contributions to their company through improvement to quality, productivity, or customer experience. Work with peer technical teams in Amazon to articulate and prioritize feature needs for investigation tool. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision.

People Development – by developing the Performance levels, career and skill of their Investigator teams through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into their team and Amazon.

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