Overview
The SPIV In Person Investigations (IPI) team is responsible for removing the incentive for bad actors while accurately and fairly paying millions of third-party sellers, and disrupting the bad actor flywheel to change the economics of abuse within our store. The team works to ensure that bad actors cannot profit from using our services to abuse customers, selling partners, and Amazon. We withhold funds from bad actors, deny our fulfilment network to bad actors as a means to scale their abuse, and ensure that counterfeit/illegal inventory is destroyed. We prevent seller credit abuse, identify and disrupt bad actor spare accounts, and generate insights to help CTPS understand where bad actors are prioritizing their efforts. We obsess over customers while focusing on bad actors to multiply friction points in ways that do not impact good sellers. Our vision is to ensure bad actors never receive a dollar from selling on Amazon, with minimal friction for good sellers, clearly communicated policies, and accurate calculations. If we achieve this vision, bad actors will stop misconduct on Amazon.
Our mission is to remove bad actors who come to our store with the intent to abuse customers and violate policies by obfuscating their identities to evade safeguards. In-person investigations (IPI) combine In-Person video Verification (IPV) processes with bad actor risk mining to validate and investigate seller identities and supply chains.
Responsibilities
* Design systems that increase critical-to-quality (CTQ) business needs by integrating people, materials, equipment, software, and finance.
* Leverage and integrate advanced technology into process design to maximize return on investment and minimize costs.
* Innovate and design new or improved processes to support business needs.
* Lead a team of 5-6 managers (40+ total) and drive operational efficiencies, risk management, risk mining, operational planning, process improvement, and performance management.
* Conduct detailed process analyses including time and motion studies, safety/ergonomic, process complexity, cost, and environmental impact analyses.
* Recommend and implement changes to procedures, work methods, and labor standards based on analyses.
* Build and publish critical data to understand financial opportunities and continuous improvement activity results; analyze root causes using statistical tools and support executive-level reports.
* Monitor key performance metrics for productivity and quality and provide guidance to meet and exceed goals.
* Develop employees and their skill sets to expand team capabilities and provide growth opportunities.
* Analyze key business levers to identify trends and proactively address root causes of defects.
A day in the life
Leads operations to combat marketplace abuse, reviews metrics and risk alerts while directing managers on priority investigations. They analyze data patterns in suspected bad actor networks and coordinate with risk mining teams on fraud trends. The role involves making critical decisions about fund withholding and account actions, improving verification processes, and reducing impact on legitimate sellers. They focus on process improvements, mentoring team members, reviewing investigation reports, and monitoring key metrics. The position requires balancing operational efficiency with risk management while maintaining high performance standards in marketplace protection.
Requirements
1. Bachelor’s degree required
2. Experience in Statistics, Mathematics, project management, Operations Research, Management Science, Quality auditing, Risk management, people management, compliance operations, or related field.
3. Experience using data to influence business decisions
4. Ability to work with all levels of Associates and Managers and work effectively in a team environment.
5. Microsoft Office products (Excel, PowerPoint, Word, Visio, and MS Project)
6. Experience as a manager of managers
7. Experience in operational excellence using six sigma methodologies
8. Fraud investigations/Bad Actor prevention/Claim processes and/or Financial Risk Management Operations that would add value
9. Behavioral science methodology
EEO and Contact
Amazon is an equal opportunities employer. We believe that employing a diverse workforce is central to our success. We make recruiting decisions based on experience and skills. We value passion to discover, invent, simplify and build. Protecting privacy and data security is a longstanding priority. Please consult our Privacy Notice: https://www.amazon.jobs/en/privacy_page to learn how we collect, use, and transfer personal data of candidates. We also state that we are an equal opportunity employer and do not discriminate on protected veteran status, disability, or other legally protected status. If you need a workplace accommodation 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 are applying in isn’t listed, please contact your Recruiting Partner.
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