Cluster Manager, Amazon NOW

The mission of Payment Risk Operations team is to keep Amazon stores safe and trustworthy by protecting Customer accounts from takeover and fraud. As a key pillar within the Customer Trust and Partner Support (CTPS) organization, we protect Customer trust without harming the Customer experience and leverage technology with high judgement human decisions to do this at scale. Payment Risk Workforce Management team is looking to hire an RTA (Real Time Analyst). The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming non email and email volume, agent performance and publish assignment adherence reports.

### Basic qualifications

• 2+ years of employee and performance management experience
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience

### Preferred qualifications

• 1+ years of performance metrics, process improvement or lean techniques experience

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