Fraud Investigations, Team Lead

Amazon.com - Seattle, WA (30+ days ago)3.6


Job Description
At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We are looking for a dynamic, organized and process oriented individual to lead the Amazon Flex Fraud Investigations team. This role focuses on preserving the integrity of the delivery experience by working to eliminate fraud via early detection methods and timely driver offboarding. The team lead will drive results in production environment, dive deep in investigations, drive projects, develop strategy, analyze and detect investigations data, and continuously look for process improvement opportunities and areas of communication or knowledge gaps.

The Primary Responsibilities of a Team Lead – Fraud Investigations include (but are not limited to):
  • Manages a team of investigators
  • Mentors and/or coaches investigators, helping them improve their skills, knowledge of our systems, and ability to investigate with expertise.
  • Regularly reports out on team’s performance against goals and action plans taken to ensure that all team members are aligned to key metrics and goals
  • Conducts daily/weekly individual feedbacks with investigator to coach on performance on metrics as well as understand aspirations and challenges and coach on developing for the future
  • Accountable for performance management, increased availability and adherence, and retention strategies
  • Acts as primary point of contact for on-the floor issues related to investigations
  • Proposes ideas for new metrics and tools
  • Owns data collection and reporting for deep dives and escalations as and when required
  • Establish productivity metrics for team members and evaluate bandwidth against existing and future workload/new initiatives
  • Work to automate manual processes where feasible and migrate sustained processes to partner teams (PST or SDS)
  • Prepare narratives for escalations and deep dive responses
  • Review and action on feedback/issues/escalations from the delivery partner network
  • Drive improvement of existing processes and content by escalating possible issues (gaps in training content, troubleshooting for participants, unanticipated questions)
  • Document new processes and policies/updated existing processes and policies to continue to close knowledge and communication gaps for both Drivers and CSAs
  • Work with stakeholders to prioritize intake requests
The ideal candidate will have the following attributes:
Excellent communication skills
  • Comfortable and willing to present a case in front of a group as well as one-on-one with individuals
  • Able to give and receive feedback effectively
  • Is an active listener
  • Able to disagree and provide insight into barriers
Customer Obsessed
  • Vocally advocates for the customer
  • Always meets time commitments and deadlines, is goal oriented
  • Checks and tests for understanding
  • Gives insight to managers
  • Works hard for the success of others, constantly remains “customer obsessed
Thrives in Ambiguity
  • Flexible with schedules
  • Flexible in changing processes and fast paced environment
  • Able to change/shift priorities as business needs change
Basic Qualifications
  • Bachelor’s degree
  • Excellent communication skills – Verbal and Written
  • Prior team management experience
  • Demonstrated ability to work in a team in a very dynamic environment
  • Experienced with Microsoft Excel
  • Experience writing process documentation
  • Willingness to work various shifts
  • Excellent coordination, project management, and organization skills
  • Should be comfortable with a multi-tasking, high-energy environment. Should be creative and analytical problem solver with a passion to provide excellent customer service
Preferred Qualifications
  • Experience doing deep dive/root cause analysis
  • Experience handling executive escalations
  • Tableau or SQL experience a plus
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.