Team Manager, Flex Investigations and Offboarding

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 teams mission is to protect the Amazon Flex Brand and Customers by adjudicating Delivery Partner incidents that warrant offboarding after a single 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


- 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

- 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)

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