Posted:4 months ago|
Platform:
Remote
Full Time
As a Risk Manager of the Driver Identity Verification team, you will be responsible for providing the overall management for a team of employees and direct leadership to the investigation team, overseeing and developing employee performance and process improvement activities. This team conducts risk reviews on drivers with investigatory resources and tools to validate identity. The group has responsibility for taking appropriate actions on or accounts to protect Amazon from risk of account takeover and to prevent /mitigate fraud. The team aims and works towards zero fraud, zero account takeovers, zero false positives, and zero scams of any kind. The team seeks the best possible trade-off between customer experience and risk related losses, and when they have to make difficult choices, they will err towards the customer experience.
You will be responsible for building and maintaining SOP's, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators through Strategic Leadership and Vision, Daily Operational Management and Continuous Process improvements. You will be responsible for building operational cadences and review mechanisms to enable the team to achieve performance standards. You will have a strong voice in the forecasting accuracy of investigations, the necessary staffing requirements to achieve SLAs, and in ensuring all coaching, training needs are met. You will be a functional Operations owner, who works closely with the global program owners to design and deploy business strategies for enhanced Customer experience, including SLAs, First Contact Resolution, feedback on policies and decision quality and overall tools enhancements.Key job responsibilities. Manage a team of investigators. Provide data analysis & conduct investigations (as needed)
. Min 2 years of experience working on identity verification/ fraud detection processes
. Prior experience in manufacturing, transportation, customer service, and/or distribution environments
- Experience in Lean and Six Sigma
- Data management & data quality control experience with experience pulling and analyzing large sets of data- Knowledge using data to drive root cause elimination and process improvement- Knowledge in data and experience spotting the trends and fixing gaps- Experience in building Quick Site dashboardOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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