Team Manager, Flex Investigations and Offboarding

DESCRIPTION

Amazon Flex Investigation and Offboarding (Flex I&O) is looking for a Team Manager to directly supervise a team of individual contributors across our investigations, quality assurance, and offboarding operations. The Flex I&O team’s mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single offense. In this role, the problem, strategy, and opportunity are already defined — your key responsibility is directing who does which tasks to meet daily goals while fostering a culture where team members feel valued, trusted, and connected.

The ideal candidate is a hands-on people leader who excels at coaching specialists and analysts, auditing work queues, managing SLA adherence, and driving team-level performance metrics. You will play a critical role in ensuring your team consistently meets performance, quality, and compliance standards across investigations, case audits, appeals processing, and partner liaison activities.

Key job responsibilities

Directly supervise a team of Investigation specialists, quality analysts, and investigation liaisons, providing day-to-day direction, coaching, and mentorship

Hire and onboard bar-raising talent, ensuring new team members are effectively integrated and trained on Flex I&O processes, tools, and SOPs

Conduct regular one-on-ones, career development conversations, and performance reviews, helping reports define short- and mid-term goals

Evaluate employees against role guidelines and participate in calibration sessions with your manager to ensure fair and consistent performance assessments

Audit work queues and monitor SLA adherence across investigations, quality audits, and offboarding cases, identifying priorities and managing trade-offs between time and resources

Monitor team performance metrics, identifying trends and implementing action plans to maintain and raise the performance bar

Recommend improvements to tools, procedures, and workflows to enhance operational efficiency and case quality

Manage straightforward problems using technical and domain knowledge, escalating roadblocks to leadership when needed

Ensure compliance with Flex/SLS policies, regulatory requirements, and established procedures across all queues and markets

Communicate performance regularly in 1:1s and support promotion discussions for high performers, fostering a culture of accountability and professional growth

Collaborate with Quality Analysts, Program Managers, and cross-functional stakeholders to translate audit findings into actionable coaching and process improvements

Support escalation management by ensuring time-sensitive cases within your team are triaged and resolved with urgency and accuracy

BASIC QUALIFICATIONS

2+ years of team management experience

Strong analytical and problem-solving abilities with experience using data to identify trends and drive decisions

Excellent organization skills with the ability to manage multiple priorities in a fast-paced environment

Outstanding communication and interpersonal skills

PREFERRED QUALIFICATIONS

Experience developing or managing quality assurance programs, audit frameworks, or compliance functions

Familiarity with process improvement methodologies and data analysis

Bilingual (Spanish, Japanese, Portuguese, French)

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.