Description

- You must be physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal.
- You must have 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, disturbed, and distracted.
- You must be able to devote full attention to the Amazon customer.

Amazon Philippines is seeking dedicated, hardworking, and analytical candidates with a proven track record of performance and results-oriented thinking, to join the Seller Experience Protection Operations (SEPO) Team in Manila. Candidates will be responsible for leading and developing a team of investigations associates, driving end-to-end performance management, and championing operational excellence. Ideal applicants will have experience managing teams in a fast-paced operations environment, a strong background in process improvement and data-driven decision making, and a passion for delivering results in a customer-focused workplace.

Key job responsibilities
People Management:
- Leading and developing a team of 18-21 investigations associates; responsible for the overall performance management, coordination, and evaluation of the team using both traditional and data-driven insights.
- Develop and achieve performance goals and objectives 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; primary owner of functional responsibilities that impact overall site, with focus on implementing efficient digital solutions where applicable.
- Communicating policies and updates to investigations associates through established channels and digital platforms.
- Ensure 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 assigned team, leveraging both 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 available AI tools for pattern recognition
- Building process improvements based on findings
- Drive process improvement and continuous improvement culture through:
- Traditional 'kaizen' and lean methodologies
- Strategic automation where applicable
- Data-driven process optimization
- Cross-functional collaboration
- Identifying and eliminating barriers to accuracy
- Conducting regular process assessments
- Implementing automated solutions for routine tasks
- Using analytics to identify bottlenecks
- Developing standardized operating procedures
- Leveraging appropriate technology solution