Description

　　At Amazon, the Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace.

　　The Registration & Compliance Ops (RCO) organization is seeking an outstanding Operations Manager to join our RCO team located in Bangalore. You will be responsible for providing the overall management for a team of 80-100 employees and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities. This role will be leading our RCO teams located in Bangalore. The job holder will be responsible for building and adhering to maintaining SOP’s, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators. Furthermore, they will adhere to all aspects of our RCO Trust & Safety Tenets to protect the Amazon.com brand globally and maximize trust in our end to end systems with buyers, sellers and all other customers.

　　You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and be able to work with senior management globally, site peers and worldwide business stakeholders as well as legal owners to develop and define mutually agreeable solutions. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success. The selected candidate will manage a team of managers and investigators, analyze key levers of decision accuracy defects and proactively take action to eliminate root cause performance defect and maintain trust in transaction on Amazon platforms

　　Key job responsibilities

　　 Manage a team of managers and an overall operations team of between 80 and 100 employees

　　 Ensure high quality and high-volume productivity within the jobholder’s organizational units

　　 Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as an outstanding role model

　　 Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.

　　 Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality

　　 Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities

　　 Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects

　　 The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience

　　 Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.

　　We are open to hiring candidates to work out of one of the following locations:

　　Bangalore, KA, IND

　　Basic Qualifications

　　10+ years of operational and/or retail management experience

　　5+ years of team management experience

　　Experience using data to influence business decisions

　　 Relevant experience of managing large teams (80-100+)

　　 Should know how to articulate, both in documentation and speech

　　 Quality initiative skill- Six Sigma knowledge or similar models such as Lean are advantageous

　　 A Bachelor’s degree or equivalent, MBA highly desirable

　　 Strong project management and people management skills

　　 Extensive relevant operations industry experience (10 years above)

　　 Previous Compliance and/or Fraud/Risk Management experience

　　 Track record of driving change and innovation

　　 Proven ability to understand and manage complex systems

　　 Strong ability to source and analyze data to drive business strategies and decisions. Should be highly data driven.

　　 Coaching and leadership skills that bring out the best of the team

　　Preferred Qualifications

　　 Extensive experience as a manager of managers with consistent top performance

　　 Internal only - A display of strong leadership principles over the last 2 OLR cycles at Manager II

　　 Candidates with experience of managing large teams with multiple managers in Compliance/ Fraud/Risk Management space