Job Description

18+ months of investigations experience
Experience leveraging team knowledge across several specialty areas to help resolve high risk cases

Lead Sr. Investigation Specialists are expert communicators and problem solvers obsessed with conducting thorough investigations to ensure that the correct business decision is made. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate for the correct outcome. They take full ownership of their functional issues and offer high quality solutions and are the champion for proactive improvements. Lead Sr. Investigation Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve the investigations process. Ideal applicants will have experience in investigations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision. The position relies on excellent judgment to plan and accomplish goals and will work under very limited supervision of their Manager. Excellent individual problem-solving and analytical skills are used to review, investigate, and provide business decisions.

Key job responsibilities
Key job responsibilities

The incumbent will own the following:
1. Demonstrate flexibility to work within different queues, with increased complexity or specialization based on current business needs
2. Provide support as and when required for overtime, deep dives, mentoring new batches, Kaizen, escalations and cross training
3. Ensure compliance with procedures and SLAs while achieving quality and performance metrics. Work on the Core queues and willing to switch between different functions as per business requirement.
4. Continuously monitor all queues for both new and resolved items identifying where any misses may have occurred.
5. Work on projects that design/improve tools or processes by testing and/or develops recommendations for management
6. Communicate effectively both in verbal and written form on all investigative matters
7. Execute key team priorities and assists teammates with execution
8. Support new hires or focus group investigators in the team to help them meet required performance standards

Experience in multi-skill, multi-org, or cross-functional experience
Experience handling escalations in these functions
Have the ability to research complex use cases that involves multiple customer/driver contacts, determining the root cause(s) for the issue and ability to track resolution of process improvement initiatives owned by other teams as a result of team proposals

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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.