Operations Manager

Job Description-

Amazon Business Biz Operations (ABBO) is part of Self-Service Registration (SSR) within Business Prime, SSR, Marketing, and Expansion (PSME).

The Amazon Business Biz Operation (ABBO) team is part of WW SSR and has evolved from its exclusive focus on Verifications/Abuse to assist WW AB/SSR on work types that requires human intervention. We support all nine countries WW and operate 24/7 from India, Japan & Costa Rica.

We envision i) To onboard business/corporate customers on Amazon platform providing additional benefits such as bulk ordering, expedited delivery etc. We verify legitimacy of potential AB customers, review and validate changes of business information on the account and corroborating licenses for healthcare professionals intending on purchasing medical supplies. ii) To prevent AB plateform from Abuse, team combines technology, machine learning and human ingenuity to identify threat vectors that can be utilized to perpetrate abuse. We create mechanisms to reduce the impact of abuse proactively and reactively, and work with partner teams to identify and close gaps in our systems, services and processes that allow abuse to occur in the first place. iii) To support SSR and transform ABBO into the Center of excellence for AB Operations, where multiple teams could off-shore activities that are cost effective, scalable and/or automatable if managed through ABBO, and reduce cost to serve by modularizing work types, enable business teams to deliver more for our customers, and progressively automate tasks to drive long term efficiency.

If you are one who is self-driven, look for new challenges and strive to raise standard under a fast-moving environment, all you need is the ABBO platform. We are inviting application for the position of Investigation Specialist where candidate will be needed to work for the AB customers and internal ABBO system to meet business requirement. The candidate should demonstrate quicker decision-making ability and poses excellent verbal and written communication along with analytical skills.

Key job responsibilities

• Oversees a team of Quality Auditors. Works across team(s) and Ops organization WW to drive delivery from quality auditors to enable investigators to take right action.
• Define expectations from the quality auditors by formulating performance goals, metrics, success criteria and expected levels of delivery.
• Partner with Operations Managers across sites/functions to continuously evolve auditor role.
• Leads small to medium scale, complex, cross functional strategic projects such as tool implementation, scaling up investigators, operational efficiencies that are business critical.
• Basic Operations: The candidate needs to be able to drive results as in a quality environment with defined turnaround times and audit mechanism from the team of auditors. Will be answerable to global teams and leaders and must lead to meet all the operational metrics.
• People management: The Quality Manager would be responsible in creating mechanisms for employee growth and development throughout the organization. Will represent the team and manage the organization, so that it can deliver as per scale and future growth.
• Process Improvements: As Quality Manager, candidate would need to drive innovation within the team.
• Networking: A successful candidate will excel at working collaboratively with stakeholders, enjoys working through ambiguity and able to break complex needs into scalable Quality/Operations processes.

Basic Qualifications

• 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

Preferred Qualifications

• Experience with operations, risk, fraud investigations etc.
• Experience with six sigma tools and Lean techniques

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Company - Amazon Dev Center India - Hyderabad

Job ID: A2717141