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.





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, productivity, and quality by:
• Conducting regular process assessments
• Implementing automated solutions for routine tasks
• Using analytics to identify bottlenecks
• Developing standardized operating procedures
• Leveraging appropriate technology solution