Join one of the most important teams at Amazon and make a difference. The Merchant Risk Investigations team is charged with safeguarding all Amazon marketplaces to ensure long-term buyer satisfaction with their experiences. We achieve this through a combination of automated and manual investigations of the buyers and sellers on our marketplace.

The Manager, Global Merchant Investigation Operations owns the productivity, quality, and capacity of the 3rd party seller investigator process. This is a critical role to ensure that Amazon is able to detect suspect sellers, make high-judgment decisions, and quickly enforce those decisions in a high-quality fashion.

The manager's success will be measured by their ability to:

- Manage global investigation managers and teams across three locales to ensure seamless transition of workflow in a 24/7 environment to safeguard all of Amazon's locales.

- Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements. Actively manage investigator 24/7 capacity and the triggers for creating investigations to balance global investigation supply and demand.

• Provide focused feedback loops for investigators and managers based on crisp performance and quality data. Reward strong performers and manage up or out weak ones.
• Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.
• Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to detect poor-performing sellers.
• Work with software teams to articulate and prioritize feature needs for investigation tool sets.
• Recruit top-quality investigators. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.

Some international travel is required, 1-2 weeks each quarter.

Keys to success in this role include exceptional operational, managerial, analytical, and interpersonal skills. Need to be able to understand the global vision and make independent decisions with sound judgment. Strong candidates may come from a background in operations (customer service call centers, operational excellence black belts/green belts) or investigations (fraud investigations, claim audits, credit approval processes). A Bachelor degree is required plus 5 years relevant operations work experience. MBA and/or Six Sigma skills are desired. Language skills are a plus (German, French, and/or Japanese). Excel skills are required. SQL, SAS, or PERL skills are a plus.