RCO Manager Investigations, IDV

strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience -  continues to grow and evolve as a world-class e-commerce platform.

Verification and Risk Management Operations (VRMO) is looking for an experienced manager with a passion for leading an operation team in India. You will be responsible for managing the Identity Verification / Onboarding team, which consists of 10-18 team members, The primary responsibility of the team is to provide direct support to Amazon Sellers as part of their registration and onboarding process onto the Amazon store.

The team acts as the interface, collecting the required information and documentation and conducting the relevant verification so the Seller can complete registration and begin selling on Amazon.

The primary role of this position is to provide leadership and guidance to the teams under supervision, manage team members to achieve the productivity and quality goals, and meet expected service levels, while working closely with the program team, process owners, training, workforce management, analytics, and other teams in RCO.

You will be working in a fast-paced environment where every day brings new challenges and new opportunities. You should have excellent communication skills and be able to work with various stakeholders to identify issues, analyze root causes, and drive for improvement.

• Manage individual and team performance expectations and goals, monitoring real-time service levels and schedule adherence, and hold your teams accountable to meet and exceed performance targets.
• Manage a team of 10‑18 employees.
• Monitor key performance metrics for productivity and quality and provide guidance to constantly meet and exceed goals.
• Develop employees and their skill sets to expand team capabilities and provide growth opportunities for future Amazon leaders.
• Strive for operational excellence and process improvement. Analyze the key levers of the business to identify trends and proactively take action to eliminate root causes for defects.
• Review legitimacy and accuracy of submitted documents by sellers and respond on the case if needed.
• Evaluate personal and business information from sellers and verify the information with reliable internal and external sources.
• Work efficiently on portals and tools provided by Amazon.
• Maintain high ethics and integrity with respect to critical data.
• Assess collected information about new sellers in order to onboard them to sell on Amazon marketplace.
• Implement checks before launch, validate the details and shift out bad actors early on and prevent them from entering the system.
• Communicate effectively via email with your customer base – third party sellers who want to sell on Amazon in its various marketplaces.
• Reduce avoidable friction for legitimate sellers and keep updated on Standard Operating Procedures and other policies.
• Flexibility to be trained for additional business-related skills and work types.
• Flexibility with working hours and work on weekends and holidays as part of your normal 5-day shift.
• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Consistently achieve or exceed weekly productivity and quality standards.

• 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.

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

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