Risk Manager , Relay Product Excellence

As a Risk Manager of the Driver Identity Verification team, you will be responsible for providing overall management for a team of investigators, direct leadership to the investigation team, overseeing and developing employee performance, and driving process improvement activities. This team conducts risk reviews on drivers using investigatory resources and tools to validate identity. The group has responsibility for taking appropriate actions on or accounts to protect Amazon from the risk of account takeover and to prevent or mitigate fraud.

The team aims and works towards zero fraud, zero account takeovers, zero false positives, and zero scams of any kind, seeking the best possible trade‑off between customer experience and risk‑related losses. When difficult choices arise, they err towards the customer experience.

You will be responsible for building and maintaining SOPs, implementing, managing, and reporting through metrics, service level agreements, and key performance indicators. This includes strategic leadership and vision, daily operational management, and continuous process improvements. You will build operational cadences and review mechanisms to enable the team to achieve performance standards, forecast investigation accuracy, ensure appropriate staffing to meet SLAs, and meet all coaching and training needs.

As a functional operations owner, you will work closely with global program owners to design and deploy business strategies that enhance customer experience, including SLAs, first‑contact resolution, feedback on policies and decision quality, and overall tool enhancements.

• Manage a team of investigators
• Provide data analysis and conduct investigations (as needed)
• Pull data from numerous databases (using Excel, Access, SQL, and/or other data management systems) and perform ad hoc reporting and analysis as required
• Take appropriate action to identify and help minimize the risk posed by fraud or abuse patterns and trends
• Identify and eliminate root causes of defects to drive efficiency in Amazon’s transportation operations
• Understand the business impact of trends and make data‑driven decisions that make sense
• Escalate problems or variations in information and data to the relevant owners and teams systematically
• Work within various time constraints to meet critical business needs while measuring and identifying activities performed
• Communicate findings verbally and in writing, including creating narratives of weekly findings and presenting variances to goals in review forums
• Drive operational excellence, process improvements, and employee development to expand team capabilities
• Maintain clear metrics on investigation volumes, performance, and decision quality, ensuring superior analytical judgment and the use of quantitative and qualitative data to prioritize and influence initiatives
• Measure success by driving operational efficiencies across all processing areas while improving internal and external customer experience
• Be willing to work in rotational shifts

It’s no secret that Amazon relies on its technology to deliver millions of packages each day on time and at low cost. The Middle Mile Transportation Technology organization builds complex software solutions that work across vendors, warehouses, and carriers to optimize both time and cost of delivering packages. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a wide network of carriers, and manage business rules for millions of unique products.

With rapid expansion into new geographies, innovations in supply chain, and growing numbers of shipments worldwide, we see a brand new opportunity to fundamentally change the way people get the stuff they need and make a big impact by cutting billions of dollars of transportation costs from the ecosystem. Our mission is to build the most efficient and optimal transportation solution on the planet, leveraging big data, machine learning, optimization techniques, and high‑volume, low‑latency, high‑availability services.

• Experience with MS Office, MS Excel, and data retrieval languages

• Advanced proficiency in Microsoft Office products and SQL

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