Investigations Manager I, Investigations

Investigations Manager I, Investigations – Join to apply for the Investigations Manager I, Investigations role at Amazon.

You must be physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal. Remote work is allowed with the following requirements: a reliable internet connection (at least 200 Mbps) via DSL, fiber, or cable, and 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 free of distractions.

• 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, using performance analytics tools to track progress.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures, including interviewing, structured training programs, work allocation, and performance reviews supported by analytics tools.
• Mentoring new managers and high-potential employees, including guidance on leveraging 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.
• Managing SLAs with real-time tracking systems and performance dashboards; ensuring quality and productivity of the assigned team using 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 feedback and trends, implementing targeted solutions, and using AI tools for pattern recognition; driving process improvements and continuous improvement culture using Kaizen, Lean methodologies, and strategic automation where applicable.
• Collaborating cross-functionally to remove barriers to accuracy, productivity, and quality via regular process assessments and standardized operating procedures.

• Bachelor's Degree from an accredited university.
• 2+ years of people leadership experience managing teams of 10–25 direct reports.
• Contact Center Operations experience with leadership and change management; experience in developing and implementing standard operating procedures; ability to coach teams on problem-solving methodologies; strong English communication skills.
• Experience documenting and presenting process improvement initiatives; knowledge of root cause analysis tools (5-Why, Fishbone, Pareto); experience leading continuous improvement initiatives and measuring impact.
• Strong analytical skills with ability 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 (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; experience 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Job ID: A3076887

Company – AOSP – Manila

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Supply Chain and Manufacturing; Industries: Software Development