Shopping Experience Protection Operations (SEPO) - Customer Discovery Trust (CDT) is Amazon's comprehensive risk management framework that safeguards the marketplace ecosystem through three core pillars: selling partner account protection, content integrity, and order authenticity assurance. The team investigates and prevents marketplace abuse, handles brand infringement cases, and ensures product authenticity through multiple reporting channels. Operating worldwide, SEPO maintains product quality standards, authenticates merchandise, and supports legitimate sellers while investigating reported violations. Their mission is to establish Amazon as the world's most trusted e-commerce platform by creating a secure environment for customers, brands, and selling partners, while enabling legitimate businesses to thrive through proper verification and swift resolution of quality concerns.

Key job responsibilities
The Senior Manager leads a large-scale operation overseeing multiple L4 managers and their investigative teams (80+ headcount total), who evaluate seller listings and product quality on Amazon's platforms. This leadership role combines strategic oversight with hands-on team management, focusing on developing talent, maintaining high decision quality standards, and meeting service level agreements. The position requires balancing daily operational excellence with long-term strategic planning, including global project roadmapping and stakeholder collaboration. Success metrics include team performance management, bad debt minimization, and service level achievement. The role demands strong leadership abilities to translate SEPO's vision into actionable strategies, while ensuring compliance with Amazon's policies through effective staffing, conflict resolution, and corrective action implementation

A day in the life
KPI Management:

Lead team performance monitoring
Meet targets for decision quality, productivity, and customer experience
Present team performance globally
Conduct deep metric analysis
Drive solutions

People Development:

Guide career progression for managers and investigators
Implement performance feedback systems
Identify and fulfill training needs
Create development roadmaps
Build high-performing teams through hiring and mentoring

Operations Management:

Process Improvement:

Lead complex projects
Drive business impact initiatives
Collaborate on feature prioritization
Ensure timely project delivery
Enable team success in improvements

Stakeholder Management:

Coordinate with internal stakeholders
Maintain relationships with support functions
Monitor industry fraud trends
Lead fraud prevention initiatives
Position Amazon ahead of emerging threats

Core Success Metrics:

Quality metrics achievement
Team productivity levels
Customer experience scores
Project delivery timelines
Talent development outcomes
Fraud prevention effectiveness

This role combines strategic leadership, people management, operational excellence, and fraud prevention expertise.