Investigation Manager I

Have you ever wondered how Amazon keeps its marketplace safe and trustworthy for millions of customers? That's where you come in.

As an Investigation Manager I, you'll lead a team of investigators who are on the front lines of protecting the shopping experience. Your team will tackle policy violations, address seller performance concerns, and enforce marketplace standards — ensuring customers can shop with confidence every single day.

What makes this role unique? You won't just manage people — you'll solve real problems that directly impact customer trust. You'll make judgment calls on complex cases, coach your team through ambiguous situations, and find smarter ways to get things done. Every decision your team makes has a visible impact on the marketplace.

Key job responsibilities
Lead and develop a team of investigators, ensuring high-quality and timely case resolutions

Drive team performance against quality, productivity, and turnaround targets

Handle cases regularly as part of your deliverables to stay current on processes, tools, and emerging trends

Audit completed investigations to ensure accuracy, consistency, and adherence to standard operating procedures

Make sound judgment calls on escalated or complex investigations

Drive automation or process improvements that enhance team efficiency and investigation quality

Lead site-level and function-level initiatives that support operational goals and team growth

Partner with cross-functional teams to align on operational priorities and emerging policy changes

A day in the life
You'll split your time between coaching your team, reviewing case queues, and making judgment calls on escalations. Some days you're deep in performance data spotting trends; other days you're in a cross-functional sync aligning on a policy change. You'll also work cases yourself to stay sharp on what's happening on the ground. No two days look the same, but every day you're balancing people development, operational excellence, and sound decision-making.

Basic Qualifications

• - Bachelor's Degree from an accredited university
• - 2+ years of people management experience in a contact center environment
• - Advanced proficiency in verbal and written English
• - Experience using computer software and tools for reporting and analysis (e.g., Microsoft Excel, or similar applications)
• - Experience with project management methodologies

Preferred Qualifications

• - Experience developing or implementing AI tools and automation to support operational workflows or improve team productivity
• - Experience contributing to process improvement or standardization initiatives within an investigations or operations environment
• - Ability to coach and develop team member through regular feedback and performance conversations
• - Working knowledge of data reporting tools beyond Excel (e.g., SQL or similar business intelligence tools) to audit team performance
• - Experience handling escalations or sensitive cases requiring judgment and timely resolution
• - Knowledge of e-commerce marketplace policies, seller ecosystems, or online fraud and abuse patterns
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