Manager Customer Trust Operations

6 months ago


Victoria, Canada Abebooks Inc. Full time

2+ years of operations, risk, fraud investigations industry experience
- 2+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Experience handling urgent escalations and mobilizing a team to resolve

Key job responsibilities
- Lead and supervise a team of investigators (L3) and Investigation Specialists (L4) in a direct management line and serve as a role model to employees
- Responsible for hiring, launching new team members, managing performance and career development.
- Responsible and accountable for setting and meeting team operational results.
- Establish SOPs, process controls, recommend revisions and ensure alignment with customer policies, risk management and regulatory requirements
- Measures key metrics, process or control risk to inform product and program level risk assessment. Analyzes data to detect problems and fraudulent patterns, identify the root cause and drive their resolution through changes in our policies and processes.
- Drive innovation and continuous improvement to evolve detection, prevention and enforcement of non-compliant and fraudulent behaviors.
- Manages Legal, business
- and executive
- level escalations, including reporting to senior-level leadership
- Utilizes Tableau and SQL for investigations

About the team
The AbeBooks Customer Trust team focuses on the accurate prevention and enforcement of abusive behaviors of both Buyers and Sellers via manual investigation and rule-based modeling. In Customer Trust, we conduct deep dive reviews of potential abuse, manage customer performance, verify potential sellers, and support operational compliance requirements.

Victoria, BC, CAN
- Program and/or Project Management experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.



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