Job
Description
Relay Product Excellences mission is to monitor Transaction Integrity for products supporting Identity Verification, Account Support, and Compliance across Carrier and Driver processes. As the leader of our Fleet Identity Verification team, youll manage a team of Risk Managers who oversee investigators validating the identity and CARB compliance of assets from Relay Market Carriers. This is a unique opportunity to drive innovation at the intersection of risk management, regulatory compliance, and automation supplementing product teams where automation is yet to be launched or cannot be developed.
What makes this role exciting: Lead a high-impact team within RPE that monitors fleet integrity and prevents unauthorized sub-brokering across Amazons transportation network Collaborate with product teams to build innovative solutions Shape the future of fleet verification by developing processes, tools, and leadership talent that reduce waste & abuse while ensuring compliance Drive automation and AI initiatives to scale fleet verification capabilities, adapting to emerging business needs and launching programs with measurable impact Youll work in a fast-paced environment where every day brings new challenges from evolving regulatory requirements to emerging fraud patterns. If youre a strategic leader who thrives on building high-performing teams, driving operational excellence, and solving complex problems with data and technology, this role offers an unparalleled opportunity to make your mark on Amazons transportation future. 1) Leadership & People Management Lead, mentor, and develop a team of Risk Managers and investigators Build management depth by providing guidance and mentorship to all levels of leadership Develop employees and their skill sets to expand team capabilities and provide growth opportunities for future Amazon leaders Drive succession planning and build a strong leadership pipeline Build a strong culture driving towards excellence in execution (Deliver Results) and Employee Success/Employee Experience 2) Strategic Operations Management Provide solid business judgment and effectively communicate team goals Drive a fast-paced organization to deliver results with a focused and pragmatic approach Build/maintain SOPs for fleet verification processes, implementing and managing through Metrics, Service Level Agreements, and Key Performance Indicators Build operational cadences and review mechanisms to enable teams to achieve performance standards Have a strong voice in forecasting accuracy of verifications and necessary staffing requirements to achieve SLAs Ensure all coaching and training needs are met across the organization Manage verification handling volumes, performance metrics, and decision quality 3) Cross-Functional Collaboration & Stakeholder Management Collaborate closely with senior management globally, site peers, and worldwide business stakeholders Conduct and share investigation findings across partner teams Provide feedback on policies, decision quality, and overall tool enhancements 4) Process Improvement & Automation Achieve operational excellence and drive continuous process improvements Set the tempo for defect reduction through continuous improvement initiatives Drive automation initiatives to scale fleet verification capabilities Partner with product, and technology teams to build innovative verification solutions Lead initiatives to consolidate fragmented verification workflows into integrated tools 5) Adaptability & Execution Work in a fast-paced environment where every day brings unique challenges and opportunities Quickly adjust, onboard, and train employees as new verification requirements emerge Ensure SOPs, work processes, and trainings meet standards for successful ramp and execution Adapt to evolving CARB regulations, new compliance requirements, and changing enforcement standards Prioritize and execute on a fast-moving set of priorities, and operational initiatives Drive projects with urgency while maintaining verification quality and accuracy 6) Analytics & Data-Driven Decision Making Possess sound analytical abilities and judgment Use quantitative and qualitative data to prioritize and influence Show creativity, experimentation, and innovation in verification methodologies Break complex problems down into steps that drive product development at Amazon speed Develop and maintain dashboards for verification metrics and compliance tracking Analyze trends and fraud patterns About the team Relay Product Excellences (RPE) mission is to monitor Transaction Integrity for products supporting (a) Identity Verification, (b) Account Support, and (c) Compliance. We do this at a larger scale for Carrier and Driver processes, by collaborating with product teams like Carrier Identity and Continuous Compliance (CICC), Relay Safety and Trust (RST), and Relay Mobile. We supplement these products to help create programs where automation is yet to be launched, or cannot be developed. We are committed to enhancing the experience for carriers, drivers and product partners by adapting to emerging needs of the business, and launching programs that have a measurable impact in reducing waste & abuse, and ensuring compliance. Experience building and managing large and high performance teams Experience working with data and leveraging analytics to make decisions Experience in managing critical operational processes, with SLA responsibility 8+ years of experience in risk management, compliance, fleet operations, transportation, or related field 6+ years of people management experience, including 3+ years of managing managers Experience developing and implementing SOPs, metrics, and KPIs Masters degree in relevant field Experience in program management, logistics, operations, transportation, learning or a related field Experience working on identity verification/fraud detection processes Experience in operational excellence, continuous improvement, or process improvement roles Experience with data analysis tools such as Advanced Excel, SQL, Tableau, Python Experience working with global cross-functional teams Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship Track record of developing future leaders and succession planning Experience with automation and agentic AI implementations
