SEPO Investigation Manager I (A), Reported Abuse

Lead and oversee a team dedicated to investigating and addressing abuse reports ensuring user safety and trust while maintaining platform integrity. This role combines operational leadership, strategic thinking, and abuse prevention expertise.

Key job responsibilities
- Manage and develop a team of ~12 investigation specialists in Report Abuse, focusing on performance optimization, mentorship, and career growth opportunities
- Identify and implement AI-driven solutions to enhance investigation efficiency, automate routine tasks, and improve accuracy of abuse detection
- Drive operational excellence through metric analysis, process improvements, and implementation of best practices
- Collaborate with cross-functional teams (Legal, Policy, Engineering) to enhance abuse detection and resolution systems
- Develop and maintain standard operating procedures for abuse investigation and resolution
- Monitor team performance metrics and create action plans to address gaps
- Contribute to policy development and updates based on emerging abuse trends Basic Qualifications: - • Currently employed as an FTE Investigation Specialist or Investigation Specialist I in Reported Abuse team
- • Minimum 18 months of hands-on experience investigating reported abuse cases
- • Demonstrated consistent achievement of Decision Accuracy Rate (DAR) and Average Handle Time (AHT) targets over the past 6 months
- • Must be in good standing with no active performance improvement plan
- • Strong analytical and data-driven decision-making skills
- • Excellent communication and stakeholder management abilities
- • Proficient in abuse prevention tools and investigation methodologies Preferred Qualifications: - • Understanding of AI applications
- • Experience in policy development and implementation
- • Proven track record of successfully managing a team in a fast-paced environment
- 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.

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.