Experience Inc. Jobs

Description

Organization Overview : In Books, authors are at the heart of what we do. It's that simple. We have a team that thrives on innovation and our staff is talented, energetic, and passionate about creating an customer experience. We envision wireless electronic reading experiences that embrace a physical book's simplicity and utility but take advantage of our store platform and the Kindle's ubiquitous wireless connectivity. Our vision for Kindle is to offer every book, ever written, in any language, all available within 60 seconds. If you want to delight customers and solve problems, the Books-BRM team is seeking a New MO Risk Manager.

Position Overview :

The New MO Risk Manager will manage a team of L4s that investigate emerging and evolving risk and fraud vulnerabilities in partnership with the New MO program for the Kindle Direct Publishing and Kindle Enterprise Publishing business. We are seeking a candidate with mature business judgement and epic analytical skills – diving deep while also seeing the big picture. The ideal candidate has a track record of business analysis, influence through collaboration, driving measurable business results, and attention to detail. The environment is fast-paced, ambiguous, and challenging with priorities that are constantly changing This position is part of the Books Risk Management Operations team and supports a global customer base.

Key job responsibilities

Key job responsibilities

• Lead and supervise a team of reviewers, Risk Specialists and Team Manager in a direct management line

• Carry out supervisory responsibilities in accordance with the organization’s policies and procedures and serve as a role model to employees

• Accountable for setting and meeting team and network operational results

• Communicate clearly, concisely, and consistently (verbal and written) with all stakeholders.

• Establish SOPs, process controls, recommend revisions and ensure alignment with risk and regulatory requirements.

• Measures key metrics, process or control risk to inform product and program level risk assessment.

• Should make recommendations to managers and peers on opportunities for risk mitigation based on established risk tolerance and executes mechanisms to refresh risk measurement.

• Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions.

• Effectively sets expectations and builds robust launch plans for new team members, provides regular coaching and feedback to direct reports to help grow individual functional skills and leadership capability, sets goals for individuals to achieve department- or function-level goals, learns performance improvement management and holds team members.

• Build risk management awareness within organizations being a role model maintaining subject matter expertise and current industry knowledge to operationally execute risk management programs.

• Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).

• Analyze data to identify the root of a problem and solve it (no matter how large or small the scale)

• Be prepared to jump on a call and present to senior leadership at a moment’s notice.

• This position requires a candidate with the proven ability to drive process improvements and new process creation as well as the ability to keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.

• Attract talent and makes right hiring decisions, On-boarding and continuous development of team and maintain a high delivery bar.

Basic Qualifications

• Bachelor’s degree with relevant experience on the services industry.

• Demonstrated ability to be successful in a highly fluid, fast-paced and ambiguous environment

• 5+ years’ experience in Customer Support Operations with progressively increasing responsibility

• 3+ years of team management experience, including people managers and leader of leaders

• A passion for books and reading

• A proven ability to hire and develop high-performing people.

• Written communication

• Experience handling urgent escalations and mobilizing a team to resolve

• A proven ability to identify new areas of opportunity and invent processes to address those opportunities using expertise in disciplines such as business analysis and process engineering and scaling with software/automation

• Ability to speak to performance metrics (how, when, who).

• Prior experience in process improvement

• Project Management experience

• Comfortable with fast-paced environment and all aspects of change management.

• Experience leading and motivating a diverse and global workforce.

• Proven experience dealing with metrics, handling KPIs and interaction with excel, dashboards, etc.

• Fluent English language skills (spoken, reading and written)

Preferred Qualifications

• Bachelor’s degree with relevant experience on the services industry.

• Demonstrated ability to be successful in a highly fluid, fast-paced and ambiguous environment

• 5+ years’ experience in Customer Support Operations with progressively increasing responsibility

• 3+ years of team management experience, including people managers and leader of leaders

• A passion for books and reading

• A proven ability to hire and develop high-performing people.

• Written communication

• Experience handling urgent escalations and mobilizing a team to resolve

• A proven ability to identify new areas of opportunity and invent processes to address those opportunities using expertise in disciplines such as business analysis and process engineering and scaling with software/automation

• Ability to speak to performance metrics (how, when, who).

• Prior experience in process improvement

• Project Management experience

• Comfortable with fast-paced environment and all aspects of change management.

• Experience leading and motivating a diverse and global workforce.

• Proven experience dealing with metrics, handling KPIs and interaction with excel, dashboards, etc.