Audit Manager II, Audits & Insights Team, AIT

The Audits and Insights team (AIT) – SPT Audit program measures accuracy of account enforcements, listing enforcements, all appeals and reinstatement decisions through audits on a statistically significant sample across Perfect Order Experience, Selling Partner Risk & Abuse, Financial Disincentives, Automated Brand Protection, Andon, Product Review Abuse, Restricted Products, Safety, Know Your Customer & Product Safety & Compliance (PSC) to name a few. We perform audits and measure the coverage and accuracy via director level goals and generate actionable insights from our audits to improve enforcement accuracy, appeal handling accuracy, First Contact Resolution (FCR) rate and eliminate unnecessary Seller friction by identifying ways to reduce Seller enforcements and appeals. We are committed to maintaining and advancing the trust of our Sellers by raising the bar through our Audits.

Key job responsibilities

• Manage day-to-day operations of a team of senior auditors including planning of program audits, quality control, audit task allocation and reporting
• Oversee the hiring & training of new team members and support their development
• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
• Work closely with Process Improvement PM on weekly flash to identify any key learnings /findings and metrics with regards to Ops Process Adherence, Program Improvement Opportunity, Escalation Management opportunity.
• Collect, track, & present metrics related to processes, team accuracy and efficiency, and drive improvements in efficiency.
• Communicate effectively with other operations and/or program managers regarding risks, mitigation strategies, and success of QA Program
• Continuously evaluate tools and processes and offer solutions to ensure they are efficient, high quality, and scalable
• Utilize strategic thinking to plan/develop team and site growth to support program delivery
• Troubleshoot and resolve operational issues
• Lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues
• Highlight weekly best performers by partnering with employee experience manager and bring out the best in the team.

A day in the life
The AIT Audit Manager II will work with their team to ensure audit delivery and generate key insights. They will coordinate with internal AIT stakeholder and external stakeholders to provide outputs of the audits, establish feedback mechanisms for operations, and communicate with leadership the efficacy of audits being executed.

About the team
The Audits & Insights Team (AIT) strives to ensure that Amazon's Seller and Buyer policies are effectively implemented by the investigation and automation mechanisms within the Selling Partner Services (SPS). We achieve this by - (1) Defect Identification and Remediation: keep Amazon stores safe and trustworthy for customers (Buyers & Sellers), by ensuring that they fully conform to our established policies and by identifying and ensuring the reversal of any incorrect actions (2) Metrics reporting: measure investigation, policy and process performance, and share the defects via periodic reports with the relevant stakeholders and (3) Insight generation and Recommendation: identify the gap and propose solutions to bridge gaps in policies, automation or tools and work with the business, policy, tech, operations etc. teams and taking those solutions to the implementation phase.