Relay Product Excellence's mission is to monitor Transaction Integrity for products supporting Identity Verification, Account Support, and Compliance across Carrier and Driver processes. As the leader of our Fleet Identity Verification team, you'll manage a team of Risk Managers who oversee investigators validating the identity and CARB compliance of assets from Relay Market Carriers. This is a unique opportunity to drive innovation at the intersection of risk management, regulatory compliance, and automation—supplementing product teams where automation is yet to be launched or cannot be developed.
What makes this role exciting:
Lead a high-impact team within RPE that monitors fleet integrity and prevents unauthorized sub-brokering across Amazon's transportation network
Collaborate with product teams to build innovative solutions
Shape the future of fleet verification by developing processes, tools, and leadership talent that reduce waste & abuse while ensuring compliance
Drive automation and AI initiatives to scale fleet verification capabilities, adapting to emerging business needs and launching programs with measurable impact
You'll work in a fast-paced environment where every day brings new challenges—from evolving regulatory requirements to emerging fraud patterns. If you're a strategic leader who thrives on building high-performing teams, driving operational excellence, and solving complex problems with data and technology, this role offers an unparalleled opportunity to make your mark on Amazon's transportation future.
Key job responsibilities
Leadership & People Management
Lead, mentor, and develop a team of Risk Managers and investigators
Build management depth by providing guidance and mentorship to all levels of leadership
Develop employees and their skill sets to expand team capabilities and provide growth opportunities for future Amazon leaders
Drive succession planning and build a strong leadership pipeline
Build a strong culture driving towards excellence in execution (Deliver Results) and Employee Success/Employee Experience
Strategic Operations Management
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Provide solid business judgment and effectively communicate team goals
Drive a fast-paced organization to deliver results with a focused and pragmatic approach
Build/maintain SOPs for fleet verification processes, implementing and managing through Metrics, Service Level Agreements, and Key Performance Indicators
Build operational cadences and review mechanisms to enable teams to achieve performance standards
Have a strong voice in forecasting accuracy of verifications and necessary staffing requirements to achieve SLAs
Ensure all coaching and training needs are met across the organization
Manage verification handling volumes, performance metrics, and decision quality
Collaborate closely with senior management globally, site peers, and worldwide business stakeholders
Conduct and share investigation findings across partner teams
Provide feedback on policies, decision quality, and overall tool enhancements
Process Improvement & Automation
Achieve operational excellence and drive continuous process improvements
Set the tempo for defect reduction through continuous improvement initiatives
Drive automation initiatives to scale fleet verification capabilities
Partner with product, and technology teams to build innovative verification solutions
Lead initiatives to consolidate fragmented verification workflows into integrated tools
Adaptability & Execution
Work in a fast-paced environment where every day brings unique challenges and opportunities
Quickly adjust, onboard, and train employees as new verification requirements emerge
Ensure SOPs, work processes, and trainings meet standards for successful ramp and execution
Adapt to evolving CARB regulations, new compliance requirements, and changing enforcement standards
Prioritize and execute on a fast-moving set of priorities, and operational initiatives
Drive projects with urgency while maintaining verification quality and accuracy
Analytics & Data-Driven Decision Making
Possess sound analytical abilities and judgment
Use quantitative and qualitative data to prioritize and influence
Show creativity, experimentation, and innovation in verification methodologies
Break complex problems down into steps that drive product development at Amazon speed
Develop and maintain dashboards for verification metrics and compliance tracking
Analyze trends and fraud patterns
About the team
Relay Product Excellence's (RPE) mission is to monitor Transaction Integrity for products supporting (a) Identity Verification, (b) Account Support, and (c) Compliance. We do this at a larger scale for Carrier and Driver processes, by collaborating with product teams like Carrier Identity and Continuous Compliance (CICC), Relay Safety and Trust (RST), and Relay Mobile. We supplement these products to help create programs where automation is yet to be launched, or cannot be developed. We are committed to enhancing the experience for carriers, drivers and product partners by adapting to emerging needs of the business, and launching programs that have a measurable impact in reducing waste & abuse, and ensuring compliance.
Basic qualifications
7+ years of conducting workplace risk investigations experience
Experience in conducting workplace risk investigations
Experience leveraging technology to drive process improvements
Experience managing direct reports
Bachelor's degree or equivalent
8+ years of experience in risk management, compliance, fleet operations, transportation, or related field
6+ years of people management experience, including 3+ years of managing managers
Experience developing and implementing SOPs, metrics, and KPIs
Preferred qualifications
7+ years of customer-facing environment experience
Lean Six Sigma Green Belt or Black Belt certification
Knowledge of Microsoft Office including Outlook, Word, and Excel
Experience working in a customer-facing environment
Experience with physical security control and surveillance systems
Master's degree or equivalent
Track record of developing future leaders and succession planning
Experience with automation and agentic AI implementations
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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