Operation Manager II, Relay Product Excellence

Description

Relay Product Excellence (RPE) is the human judgment layer of the Relay network, the team that steps in wherever technology and automation stop short. When a carrier's identity can't be confirmed by a model, when a driver's route raises a safety flag, or when a bad actor slips past enforcement, it is RPE that investigates, decides, and acts. Partnering with Relay Safety & Trust, Relay Central, Transportation Financial Systems, Relay Supply Product & Tech, and Yard & Fleet Tech, we protect Carriers, Drivers, and Amazon Relay globally, turning the exceptions that automation can't yet resolve into trusted, defensible outcomes at scale.
We are looking for a results-oriented, customer-obsessed, data-driven leader who is passionate about innovating and optimizing across people, processes, and technology to build a world-class risk-operations team. The ideal candidate is a leader with a proven track record of inspiring leaders and their teams to deliver big results in an investigation operation environment. They continuously improve operational efficiency through strong prioritization and communication skills and the ability to navigate ambiguity. They foster a culture of innovation — inspiring their org to identify process and technology improvements that complement operational excellence and raise investigation quality. They index high on people development and believe at their core that leaders operate at all levels of an organization. The ideal candidate also demonstrates strong judgment in sensitive, high-stakes casework — they understand how to build defensible investigation standards, develop their managers to coach beyond transactional case closure, and drive decisions that balance false-positive risk against network safety and compliance.

1) Operations: The candidate must drive results in a investigation operation environment, leading their managers and stakeholders to meet operational metrics of quality, productivity, decision accuracy, and service levels. They will own the operation goals for the theft-investigation and identity-verification functions operating under them, owning the end-to-end case lifecycle and ensuring the org delivers accurate, defensible outcomes rather than transactional case throughput.

2) Stakeholder Management and Communication: The candidate will interact with multiple stakeholders globally and, at times, influence and drive consensus between teams (RPE policy, product, fleet operations, legal, and compliance partners). They will write high-impact, clear, and concise documents (support strategies, business review documents, enforcement SOPs, policy proposals). They must represent the program's impact and risk insights to senior leadership, translating investigation and verification data into strategic narratives that inform program direction and investment decisions.

3) People Leadership: The candidate will lead through a team of front-line managers — creating mechanisms for employee growth and development, enabling their frontline managers, and building succession plans across two layers. They will strike the right balance between effective delegation and staying connected to the floor through multiple channels (manager 1:1s, skip-levels, huddles, open office hours). The candidate must develop their managers' leadership capability and their teams' investigative judgment — coaching the org toward adaptive, evidence-driven decision-making that uncovers root causes and withstands escalation and audit.

4) Process Improvements, Automation, and Innovation: The candidate will drive innovation to remove operational inefficiencies and enhance existing procedures and SOPs. They should identify, lead and support projects across teams, develop new metrics, and support creation of new tools. The candidate should leverage investigation and verification insights and frontline feedback to identify systemic fraud and theft patterns, propose scalable interventions, and partner with RPE policy and product teams to translate frontline observations into program-level improvements.

Key job responsibilities
1. Responsible for the overall direction and performance of an investigation team
2. Set the vision, direction, and culture of the org by managing manager-level and team performance expectations and goals across quality, productivity, and decision accuracy.
3. Manage the career growth and development of managers and associates by driving focus on Amazon's Core Values. Build management depth by developing front-line managers and emerging leaders, building succession plans, and serving as a role model.
4. Effectively partner and build productive working relationships with direct reports, peers, leadership, and partner teams (policy, product, fleet ops, legal/compliance) to solve medium-to-high-complexity problems.
5. Drive investigation and verification quality by establishing decision standards, auditing case quality through your managers, and ensuring the org produces accurate, defensible, audit-ready outcomes rather than transactional closures.
6. Serve as a leader and escalation point for case resolution of a supervisory, sensitive, or high-risk nature.
7. Provide analysis and program support to stakeholder teams. Surface actionable insights from theft and identity-fraud patterns to inform program strategy, identify systemic root causes, and recommend scalable interventions.
8. Identify and eliminate root-cause barriers to accuracy, productivity, quality, and investigator knowledge gaps. Facilitate regular case reviews and insight-sharing sessions to promote cross-team learning and consistent decision quality across pods.
9. Deep-dive trend data related to theft/loss events, verification outcomes, and false-positive rates. Leverage case-level data to identify opportunities, track before/after performance deltas, and drive data-informed decisions on prioritization and intervention timing.
10. Lead operating rhythms (WBRs, business reviews, team meetings) focused on org performance, policy and site updates, and team-building.

Basic Qualifications

- 7+ years of operations, risk, fraud investigations industry experience
- 3+ years of managing managers experience
- Bachelor's degree in a relevant field or equivalent work experience
- Experience owning operational metrics (quality, productivity, service levels) and driving them across a multi-team organization.
- Proven data-literacy — able to analyze operational and case-level data to diagnose problems and drive decisions (e.g., Excel/SQL/BI tooling).
- Experience writing business documents and presenting outcomes and recommendations to senior stakeholders and leadership.

Preferred Qualifications

- Experience in fraud detection, identity verification, trust & safety, or risk investigations operations.
- Experience building and developing front-line managers and running two-layer operating rhythms (skip-levels, succession planning).
- Track record of designing SOPs, enforcement frameworks, or audit/quality mechanisms from the ground up.
- Experience partnering with product and policy teams to translate frontline insights into tooling or policy change.
- Experience operating in an ambiguous, fast-scaling environment and building new processes rather than inheriting them.

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