Amazon

Support Ops Manager I, FBA Support Operations

Posted On

March 19, 2025

Location

Bengaluru, Karnataka

Experience Level

Freshers/Experienced

Job Type

Corporate Operations

Apply By

April 8, 2025

Job Description

Managers, 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.
In charge of managing a team of Investigation specialists who investigate buyer transactions on Amazon.com
platforms and take appropriate actions based on processes, tools and high-judgment decisions. Provide leadership
and administrative support to their team and manage them to achieve and constantly improve service levels based
on forecast and capacity, minimize the impact of bad debt by achieving targets, achieve process improvement via
projects, and focus on the people development of their team.
In addition to being responsible for achieving and exceeding team’s defined metrics through sustainable change or
process improvement. This manager is expected to identify trends in team performance and recommends/
implements change to constantly raise the Performance levels in the team. She/he is expected to participate in
projects that involve one (or more) teams within the Organization and that address issues outside the normal
areas of responsibility or expertise required by their process. Expected to do deep dives in any customer
escalations
The Key to success in this role is the ability to understand the team’s vision and raise the bar on the job core
responsibilities of Operate, Continuous Improvement, Communicate and People Development.
The incumbent is required to demonstrate performance in the following areas:
§ Performance Metrics [Operate] - By consistently leading their team to meet and exceed service levels and targets
in reducing bad debt for their Company. We target maximum decision quality accuracy to ensure the right
customer experience and the manager needs to maintain the performance on metrics of all team members, hence
raising the bar on decision quality.
§ Process [Continuous Improvement] - By delivering significant business impacts and/ or contributions to their
company through improvement to quality, productivity, or customer experience. Work with support functions in
Amazon to articulate and prioritize feature needs for the investigation tool sets. Consistently demonstrate timely
delivery of projects on roadmap to support the team and department vision.
§ People [Communicate & People Development] - By developing the Performance levels, career and skills of their
Investigator teams through continuous closure of performance feedback loops. Possess ability to recruit excellent
team members into their team and Amazon. Communicate effectively to align organizational goals with individual
goals

Key job responsibilities
1. Operational, managerial, analytical and interpersonal skills
2. Actively manage investigator 24/7 capacity and the triggers for creating investigations to balance global
investigation supply and demand
3. Provide focused feedback loops for investigators and managers based on performance and quality data
4. candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in
the form black belts/ green belts or equivalent work exp. would be desirable)
5. 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
6. Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and
reduce time to new fraud Modus Operandi
7. Work with software teams to articulate and prioritize feature needs for investigation tool sets.
8. Recruit & Develop employees and their skill sets to expand the team capabilities and provide growth
opportunities for future Amazon leaders- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Bachelor's degree

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