Investigations Manager I, Investigations

- You must be physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal.
- You must have a reliable ISP (internet bandwidth of at least 200 MBPS speed or higher) connection, either through DSL, fiber or a cable modem, and should have at least 100 GB data from a reliable provider. Internet and power back up must be available in case of connectivity/power outages.
- Your work area should be a private space in which you are not overlooked, disturbed, and distracted.
- You must be able to devote full attention to the Amazon customer.

Amazon Philippines is seeking dedicated, hardworking, and analytical candidates with a proven track record of performance and results-oriented thinking, to join the Seller Experience Protection Operations (SEPO) Team in Manila. Candidates will be responsible for leading and developing a team of investigations associates, driving end-to-end performance management, and championing operational excellence. Ideal applicants will have experience managing teams in a fast-paced operations environment, a strong background in process improvement and data-driven decision making, and a passion for delivering results in a customer-focused workplace.

Key job responsibilities
People Management:
- Leading and developing a team of 18-21 investigations associates; responsible for the overall performance management, coordination, and evaluation of the team using both traditional and data-driven insights.
- Develop and achieve performance goals and objectives aligned with network-wide vision, utilizing performance analytics tools to track progress.
- Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; responsibilities include interviewing, implementing structured training programs, work allocation, and performance reviews supported by analytics tools.
- Mentoring new managers and high-potential employees, including guidance on leveraging available technology and process improvement methodologies.
- Leading Site Level initiatives; primary owner of functional responsibilities that impact overall site, with focus on implementing efficient digital solutions where applicable.
- Communicating policies and updates to investigations associates through established channels and digital platforms.
- Ensure compliance and consistency through systematic monitoring and documentation processes.

Business/Operations Management:
- Management of SLAs using real-time tracking systems and performance dashboards.
- Responsible for quality and productivity of assigned team, leveraging both traditional metrics and AI-assisted quality monitoring tools.
- Developing and achieving performance goals through data-driven decision making and operational excellence.
- Identifying customer issues through analysis of customer feedback and trends
- Implementing targeted solutions
- Using available AI tools for pattern recognition
- Building process improvements based on findings
- Drive process improvement and continuous improvement culture through:
- Traditional 'kaizen' and lean methodologies
- Strategic automation where applicable
- Data-driven process optimization
- Cross-functional collaboration
- Identifying and eliminating barriers to accuracy
- Conducting regular process assessments
- Implementing automated solutions for routine tasks
- Using analytics to identify bottlenecks
- Developing standardized operating procedures
- Leveraging appropriate technology solution

Basic Qualifications

• - Education and Experience: Bachelor's Degree from an accredited university
• - 2+ years people leadership experience managing teams of 10-25 direct reports
• - Contact Center Operations experience. Demonstrated success in leading teams through process changes and improvements
• - Experience in developing and implementing standard operating procedures
• - Proven ability to coach teams on problem-solving methodologies.
• - Communication: English language fluency. Ability to effectively communicate complex problems and solutions to various stakeholders.
• - Experience in documenting and presenting process improvement initiatives.
• - process Improvement Expertise: Proven experience implementing process Improvement methodologies
• - Knowledge of root cause analysis tools and techniques (5-Why, Fishbone diagrams, Pareto analysis)
• - Experience leading continuous improvement initiatives and measuring their impact.
• - Analytical and Decision-Making: Strong analytical skills with ability to identify trends and patterns in data
• - Experience in performance tracking and metrics-based decision making
• - Capability to translate data insights into actionable improvements.
• - Contact Center Operations experience. Leadership and Change Management: Demonstrated success in leading teams through process changes and improvements
• - Experience in developing and implementing standard operating procedures
• Proven ability to coach teams on problem-solving methodologies.
• - Experience in documenting and presenting process improvement initiatives. Process Improvement Expertise: Proven experience implementing process improvement methodologies
• - Experience leading continuous improvement initiatives and measuring their impact. Analytical and Decision-Making: Strong analytical skills with ability to identify trends and patterns in data

Preferred Qualifications

• - Technical Skills: Advanced proficiency in Microsoft Office Suite, particularly Excel for data analysis, pivot tables, and reporting
• - Experience with data visualization and process mapping tools
• - Demonstrated ability to use analytical tools for root cause analysis and problem-solving.
• - Project Management: Understanding of project management methodologies and their practical application
• - Experience in leading cross-functional process improvement projects
• - Ability to manage multiple initiatives while maintaining operational excellence.
• Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.