Investigations Manager I, Investigations

OverviewYou must be physically based in Metro Manila, Cavite, Bulacan, Laguna or Rizal. Remote Work Requirement: A reliable ISP connection (internet bandwidth of at least 200 MBPS) via DSL, fiber, or cable modem, and at least 100 GB data from a reliable provider. Internet and power backup must be available in case of outages. Your work area should be a private space free of distractions, and you must be able to devote full attention to the Amazon customer.Key job responsibilitiesPeople Management:Lead and develop a team of 18-21 investigations associates; manage performance, coordination, and evaluation using traditional and data-driven insights.Develop and achieve performance goals aligned with network-wide vision; track progress with performance analytics tools.Carry out supervisory responsibilities per Amazon policies and procedures, including interviewing, structured training, work allocation, and performance reviews supported by analytics tools.Mentor new managers and high-potential employees; guide on technology and process improvement methodologies.Lead Site Level initiatives; own functional responsibilities that impact the site, focusing on efficient digital solutions where applicable.Communicate policies and updates to investigations associates through established channels and digital platforms.Ensure compliance and consistency through systematic monitoring and documentation processes.Business/Operations Management:Manage SLAs using real-time tracking systems and performance dashboards.Oversee quality and productivity of the assigned team using traditional metrics and AI-assisted quality monitoring tools.Develop and achieve performance goals through data-driven decision making and operational excellence.Identify customer issues through analysis of feedback and trends; implement targeted solutions; use AI tools for pattern recognition; build process improvements.Drive process improvement and continuous improvement culture using kaizen/lean methodologies, strategic automation, data-driven optimization, and cross-functional collaboration.Identify and eliminate barriers to accuracy, productivity, and quality by conducting process assessments, implementing automated solutions, using analytics to identify bottlenecks, developing SOPs, and leveraging appropriate technology solutions.Basic QualificationsBachelor's Degree from an accredited university2+ years of people leadership experience managing teams of 10-25 direct reportsContact Center Operations experience; Leadership and Change Management: demonstrated success in leading teams through process changes and improvementsExperience in developing and implementing standard operating proceduresProven ability to coach teams on problem-solving methodologiesEnglish language fluency; ability to communicate complex problems and solutions to various stakeholdersExperience in documenting and presenting process improvement initiativesProcess Improvement Expertise: proven experience implementing process improvement methodologies; knowledge of root cause analysis tools (5-Why, Fishbone, Pareto)Experience leading continuous improvement initiatives and measuring impactAnalytical and Decision-Making: strong analytical skills to identify trends and patterns in data; experience in performance tracking and metrics-based decision makingAbility to translate data insights into actionable improvementsPreferred QualificationsTechnical Skills: Advanced proficiency in Microsoft Office Suite (Excel for data analysis, pivot tables, reporting); experience with data visualization and process mapping toolsDemonstrated ability to use analytical tools for root cause analysis and problem-solvingProject Management: understanding of project management methodologies and practical applicationExperience in leading cross-functional process improvement projectsAbility to manage multiple initiatives while maintaining operational excellenceOur 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Posted: January 24, 2026 (Updated 1 day ago)Posted: November 24, 2025 (Updated 1 day ago)Posted: January 21, 2026 (Updated 1 day ago)Posted: January 23, 2026 (Updated 1 day ago)Posted: January 23, 2026 (Updated 1 day ago)Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.#J-18808-Ljbffr