Description 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. Basic Qualifications - Current L5/Acting L5 with 2+ years of team management experience - 2+ years of operational and/or retail management experience - Experience using data to influence business decisions - Experience as a manager of managers - Experience across the domain of risk management & compliance operations Preferred Qualifications - Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level - Experience in operational excellence using six sigma methodologies 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.