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Operations Manager


Cork, Ireland


Have you ever thought about what it takes to manage risk across hundreds of services and multiple geographies? Amazon is seeking an outstanding Operations Manager to join our Transaction Risk Management Systems (TRMS) team. Reporting to the Site Manager. You will be responsible for providing the overall management and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities. The job holder will be responsible for building and adhering to maintaining SOP’s, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators. Furthermore, they will adhere to all aspects of our Trust and Safety Tenets to protect the brand globally and maximize trust in our end to end systems with buyers, sellers and all other customers.

You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and be able to work with senior management globally, site peers and EU wide business stakeholders as well as legal owners to develop and define mutually agreeable solutions. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success.

Responsibilities Include:
· Lead a team of front line managers and an overall operations team of between 75 and 150 heads once fully matured.
· Ensure high quality and high volume productivity within the jobholder’s organizational units.
· Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as an outstanding role model.
· Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including application of succession planning at all levels across all teams.
· Manage, create where required and maintain clear metrics on our investigation handling volumes, performance, and decision quality.
· Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
· Analyse the key levers of the business to identify and reduce bad debt, claims, counterfeit trends and proactively take action to eliminate root cause defects.
· The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
· Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.


· 5 or more years managing an operation of similar size.
· Excellent written and verbal communication skills both remotely and face to face.
· Proven evidence of success in operational management, operational enhancement and operational change.
· Proven experience of managing and developing two levels of management and their direct reports.
· Good knowledge of employment law and HR policies and procedures.
· Proven coaching and leadership skills including evidence of successful career progression and growth internally within operation and establishment of proven succession planning models.


· Proven project management experience and delivery – Six Sigma knowledge or similar models such as Lean are advantageous.
· Proven operational experience across the domain of risk Management & fraud.
· Clear understanding of phishing, malware, active content, social engineering, mule networks, fraud detection, fraud workflow tools, etc.
· Proven track record driving change and innovation.
· Proven ability to understand and manage complex systems.
· A Bachelor’s degree or equivalent, MBA highly desirable
· Other optional credentials that will be a value-add are multi-lingual skills (Mandarin, Spanish, Italian or French) or experience in managing multi-lingual team members/processes in these languages.


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