Investigation Specialist, Relay Product Excellence

About the Role

Amazon is looking for an Investigation Specialist with a background in transportation, risk management, and data-driven problem resolution skills. This role involves working with stakeholders to investigate suspicious activity, address escalations, and create long-term, systemic solutions for customer experience. The Specialist will be responsible for duties related to identity verification.

• Shifts: Rotational (24x7)
• Weekly Off: Rotational, two consecutive days
• Work Location: Office

Key Responsibilities

• Provide data analysis and conduct investigations.
• Pull data from numerous databases using Excel, Access, SQL, and/or other data management systems for ad hoc reporting and analysis.
• Take appropriate action to identify and help minimize risk posed by fraud or abuse patterns and trends.
• Consistently achieve weekly targets and quality standards for investigations.
• Identify and eliminate root causes of defects to drive efficiency in Amazon’s transportation operations.
• Understand the business impact of trends and make data-informed decisions.
• Systematically escalate problems or variances in information and data to relevant owners and teams.
• Follow through on resolutions to ensure delivery.
• Work within various time constraints to meet critical business needs, measuring and identifying performed activities.
• Create written and verbal narratives outlining weekly findings and variances to goals, and present them in a review forum.
• Participate in ad-hoc projects and assignments.
• Meet productivity, quality, and other hygiene metrics/goals.
• Identify opportunities to invent and simplify processes, and deliver quicker with higher standards of accuracy.
• Define SOPs, document new methods of abuse/frauds, and partner with stakeholder teams to drive gaps to closure.
• Provide data analysis, conduct complex investigations, and review investigations.
• Identify patterns from investigations and data analysis to uncover areas of opportunity and highlight them to managers.
• Collaborate with multiple resources as needed and carry out basic analyses to help ensure efficiency and effectiveness of programs.

Requirements & Tech Stack

• Excel
• Access
• SQL
• Other data management systems

Qualifications

• Experience with operations, risk, and fraud investigations.
• Experience using data to drive root cause analysis for making business decisions with Excel or other analytical tools.
• Knowledge of Lean, Kaizen, Six Sigma concepts.