Investigations Manager I, Investigations

Investigations Manager I, Investigations

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Description You must be physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal.

Remote Work Requirement A reliable ISP (internet bandwidth of at least 200 MBPS speed or higher) connection, either through DSL, fiber or a cable modem, and should have at least 100 GB data from a reliable provider. Internet and power back up must be available in case of connectivity/power outages. Your work area should be a private space in which you are not overlooked or disturbed. Your work area must be free of distractions such as barking dogs, television noise, music, children, etc. You must be able to devote full attention to the Amazon customer.

• People Management
• Leading and developing a team of 18-21 investigations associates; responsible for performance management, coordination, and evaluation of the team using traditional and data-driven insights.
• Developing and achieving performance goals aligned with network-wide vision; utilizing performance analytics tools to track progress.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; responsibilities include interviewing, implementing structured training programs, work allocation, and performance reviews supported by analytics tools.
• Mentoring new managers and high-potential employees, including guidance on leveraging available technology and process improvement methodologies.
• Leading Site Level initiatives; owning functional responsibilities that impact the site, with focus on implementing efficient digital solutions where applicable.
• Communicating policies and updates to investigations associates through established channels and digital platforms.
• Ensuring compliance and consistency through systematic monitoring and documentation processes.
• Business/Operations Management
• Management of SLAs using real-time tracking systems and performance dashboards.
• Responsible for quality and productivity of the assigned team, leveraging traditional metrics and AI-assisted quality monitoring tools.
• Developing and achieving performance goals through data-driven decision making and operational excellence.
• Identifying customer issues through analysis of customer feedback and trends; implementing targeted solutions; using AI tools for pattern recognition; building process improvements based on findings.
• Drive process improvement and continuous improvement culture through kaizen and lean methodologies; strategic automation where applicable; data-driven process optimization; cross-functional collaboration; identifying and eliminating barriers to accuracy, productivity, and quality through regular process assessments and automated solutions; developing standardized operating procedures.
• Leveraging appropriate technology solutions.

• Bachelor's Degree from an accredited university
• 2+ years people leadership experience managing teams of 10-25 direct reports
• Contact Center Operations experience; Leadership and Change Management: demonstrated success in leading teams through process changes and improvements; experience in developing and implementing standard operating procedures; proven ability to coach teams on problem-solving methodologies
• Communication: English language fluency; ability to effectively communicate complex problems and solutions to various stakeholders; experience in documenting and presenting process improvement initiatives
• Process Improvement Expertise: proven experience implementing process improvement methodologies; knowledge of root cause analysis tools (5-Why, Fishbone, Pareto); experience leading continuous improvement initiatives and measuring impact
• Analytical and Decision-Making: strong analytical skills to identify trends and patterns in data; experience in performance tracking and metrics-based decision making; ability to translate data insights into actionable improvements

• Technical Skills: advanced proficiency in Microsoft Office Suite (Excel for data analysis, pivot tables, reporting); experience with data visualization and process mapping tools; ability to use analytical tools for root cause analysis
• Project Management: understanding of project management methodologies and their practical application; experience in leading cross-functional process improvement projects; ability to manage multiple initiatives while maintaining operational excellence

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit the Amazon accommodations page for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Job ID: A