Sales Prevention Abuse Ops (SAP Ops) is at the forefront of protecting Amazon's marketplace integrity by identifying, investigating, and mitigating seller abuse at scale. As an L6 Operations Manager in the Invest job family, you will own and drive the operational strategy for a critical abuse-prevention function, leading a high-performing team of investigators and analysts who safeguard the trust of millions of customers and selling partners worldwide. You will be responsible for providing overall management for a team of ~180 employees and direct leadership to the operations team.
This role demands a leader who thrives in ambiguity, can translate complex data into decisive action, and is relentless about raising the bar on both operational excellence and team development. You will operate at the intersection of investigation, enforcement, and process innovation & designing mechanisms that not only resolve today's abuse vectors but anticipate tomorrow's threats.
Key job responsibilities
- Operational Ownership: Own end-to-end operational performance for your function within SAP Ops, including throughput, quality, SLA adherence, and cost efficiency. Drive weekly/monthly business reviews and own the narrative on performance trends, root causes, and corrective actions.
- People Leadership: Lead, coach, and develop a team of L4/L5 investigators, team leads, and support staff. Build a culture of ownership, continuous improvement, and customer obsession. Own workforce planning, hiring, onboarding, and performance management for your org.
- Process Excellence & Automation: Identify and eliminate operational bottlenecks through Lean/Six Sigma methodologies. Partner with tech and science teams to drive automation, improving tooling, and machine-learning-assisted decision-making that reduce manual effort and improve accuracy.
- Investigation Strategy: Define and refine investigation frameworks, standard operating procedures (SOPs), and escalation paths for complex abuse cases including collusion, catalog manipulation, review abuse, and seller identity fraud.
- Stakeholder Management: Serve as the primary point of contact for cross-functional partners including Product, Science, Legal, and Policy teams. Influence roadmaps and policy decisions with data-driven insights from the operations floor.
- Program Management: Lead and deliver strategic programs and initiatives that improve detection accuracy, reduce false positives, and enhance the selling partner experience while maintaining a high abuse-prevention bar.
- Metrics & Reporting: Define, track, and report on key operational metrics (productivity, quality, cycle time, backlog health). Build and maintain dashboards and reporting mechanisms that provide real-time visibility into operational health. Drive MBR and QBR.
- Risk & Compliance: Ensure all investigations and enforcement actions comply with Amazon's policies, legal requirements, and ethical standards. Proactively identify emerging abuse trends and escalate systemic risks to senior leadership.
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