Investigation

The Investigation Specialist I, is responsible for conducting investigations into suspected fraudulent activity, they will use available resources to make decisions in identifying fraudulent activity such as: account take over, new account fraud, friendly fraud, return abuse and similar fraud schemes. This role will report to the Manager of Fraud & Risk Operations. Successful candidates will be responsible for validating and verifying customer data, investigating fraud alerts and reviewing customers order history patterns. The Investigation Specialist I, is responsible for ensuring that pre-established department standards are achieved and maintained. Given rapidly evolving fraud patterns, the role is pivotal in suggesting new strategies to combat customer fraud/abuse in order to protect the business while optimizing customer experience.Key job responsibilities• Gather thorough/accurate evidence on multiple case assignments including: fraudulent transactions on our ecommerce and subscription platforms.• Identify and escalate any detected system deficiencies.• Communicate effectively complex scenarios to a variety of audiences.• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.• Have the ability to make decisions autonomously, consulting with management and Senior Investigators on more complex issues.• Consistently achieve/exceed weekly productivity and quality standards.• Come in contact with highly sensitive and confidential information.A day in the lifeThe Investigation Specialist I, focuses on order review, fraud detection and investigating external/internal fraud-related activity on a global scale in (e-commerce and subscription) platforms. You'll work in tandem with the security, finance, E-commerce, and customer service leadership teams, so verbal and written communication is essential. The role is set for Monday - Friday.About the teamThe Fraud Risk Operation team focuses on fraud detection, chargeback handling and investigating external/internal fraud-related activity. Our objective is to ensure we mitigate fraudulent attacks, improve sales performance, prevent chargebacks and minimize revenue loss. Our mission is to ensure the E-commerce industry maintain its integrity while safeguarding the marketplace.- 1+ years of customer service experience- Experience with Microsoft Office products and applications- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Experience in payments or e-commerce- Speak, write, and read fluently in EnglishAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $64,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.

This is a full-time role and we offer our team the flexibility of a hybrid work schedule. We value in-person collaboration and time spent face-to-face.Please note: Position is based in Tempe, AZ. Hybrid setting with 3 days in office required. (Remote exceptions not available)Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Account Support Specialist within the Account Health Support (AHS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.Position Description: Account Support SpecialistLocation: Tempe, AZLanguage Requirements: English and PortugueseShift Requirements: Sunday-SaturdayTraining: 8 week instructor-led onsite training with option for hybrid work schedule post on-boarding.AHS Specialists provide dedicated support to third-party Sellers. We eliminate frustration and consult with Sellers on best ways to address opportunities for their business on Amazon’s e-commerce platforms. The objective of this role is to deliver sustainable results that improve Sellers performance, while aligning to Amazon requirements. We use Standard Operation Procedure and judgment to provide guidance to Sellers on complex cases.The successful AHS Specialist will have a high degree of soft-skills, the ability to empathize with others and capable of succeeding in a fast-paced environment. AHS Specialist will also be analytical and customer service-oriented.The AHS Specialist will be required to engage in frequent written and verbal communication with Sellers, department management, risk analysts, other company associates, and third-parties to accomplish goals. The AHS Specialist will be required to contact Sellers by phone and email. Up to 70% of the day could be inbound and outbound phone contact. The successful AHS Specialist will be able to redirect difficult conversations as the Specialist engage with pre-suspension and post-suspension level Sellers who are in poor standing.Summary of Responsibilities Demonstrates effective, clear and professional written and oral communication. Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers’ issues. Maintains a positive and professional demeanor always portraying the company in a positive light while effectively managing sensitive issues. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures. Contributes to a positive team environment and proactively aids team members with difficult contacts as needed. Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance. Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions. Liaises with other departments as required to resolve Seller’s issues and questions.- 1+ years of customer service experience- Experience with Microsoft Office products and applications- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Experience in payments or e-commerce- 6+ months of customer service experienceAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

The NA Delivery Service Partner (DSP) Performance Org is charged with raising the bar by providing actionable feedback on customer experience and delivery quality, protecting the overall health of the last mile delivery network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigative support. Partners include but are not limited to: DA Focus, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ.The DSP Performance Ops team is seeking a talented Operations Lead to join our team! As an Individual Contributor, the Ops Lead plays a pivotal role across the DSP Performance space by developing and implementing innovative solutions that optimize the performance of the entire team, enhance case management, and ultimately allow us to better support our DSP business partners.Key job responsibilities• Builds collaborative relationships with Operations Managers to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity • Implement and Oversee ongoing projects related to SOP improvements, training efforts, and tech implementation• Present operational call-outs to leadership during business reviews• Manage ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives• Support, mentor, and motivate team as a trusted business partner• Monitor safety, quality, productivity, and customer expectations• Partner with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful• Think Big across the Last Mile space, delivering holistic, scalable solutions• Operate and deliver in a fast-paced environmentA day in the lifeOn any given day, the successful Operations Lead can expect to interact with internal and external stakeholders in the accomplishment of business goals. Operations Specialists will look to you for guidance, Peers will be dependent on the tools you build for their success, and leaders will look to you for business insights. An Operations Lead will run meetings, manage projects with some ambiguity, and provide routine communication across the organization.- Bachelors degree and/or 4 yrs of blue badge experience. - Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level- 1-2 years working with Salesforce or other equivalent case management system.- Experience with operations, risk, fraud investigations etc.- Experience with six sigma tools and Lean techniques- 2+ years experience in process improvement and SOP development- 2+ yrs in Last Mile, DSP operations, or equivalent experienceAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: DA Focus, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ.The DSP Performance Ops team is seeking a talented L4 Performance Ops Specialist to join our team! As an Individual Contributor, the Ops Specialist is an integral part of our operations team, performing high judgement investigations and research to inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing us to better support our customers.Key job responsibilities• Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making• Evaluates root cause and performing data analysis to identify opportunities for process improvement• Escalates trends in issues or pain points occurring within the process • Builds collaborative relationships with Operations Managers and Program Manager partners to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity • Implements and Oversees ongoing projects related to SOP improvements, training efforts, and tech implementation• Presents operational call-outs to leadership during business reviews• Manages ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives• Supports, mentors, and motivates team as a trusted business partner• Monitors safety, quality, productivity, and customer expectations• Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful• Thinks Big across the Last Mile space, delivering holistic, scalable solutions• Ability to translate French to English and English to French verbally and written. • Must be able to work a schedule that includes a Sunday or a SaturdayA day in the lifeOn any given day, the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers, leaders, and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of cases that pose imminent risk to our business while having the chance to run meetings, manage projects with some ambiguity, and provide routine communication across the organization.- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience- Experience with MS Word, Excel, OneNote, Outlook- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Skilled in SalesForce or equivalent case management software- Ability to multi-task with efficiency and quality- Ability to translate French to English and English to French verbally and written.- 1+ years of performance metrics, process improvement or lean techniques experience- Experience in Safety, Risk Management, or investigations with a proven track record of critical thinking ability.- 2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.- Proficiency in intermediate/expert functions of Excel- 2+ Years Experience using Salesforce- Basic SQL/VBA knowledge a plus- Experience performing investigative work- Documented translator work experience. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The NA Delivery Service Partner (DSP) Performance Org is charged with ensuring the DSP network raises the bar on customer experience and delivery quality, while protecting the overall health of the network and mitigating risk to Amazon. DSP Performance Ops partners with multiple programs across the Delivery Service Partner (DSP) and Last Mile organization. We provide these programs with operational, case management, and investigation support. Partners include but are not limited to: DA Focus, Service Level Standards (SLS) Scorecard, On Road Conduct & Safety (ORCAS), DSP Relations, High Severity Incidents, and LMAQ.The DSP Performance Ops team is seeking a talented L4 Performance Ops Specialist to join our team! As an Individual Contributor, the Ops Specialist is an integral part of our operations team, performing high judgement investigations and research to inform decision making and appropriate actions for the various programs we support, while simultaneously developing and implementing innovative solutions that optimize the performance of the entire team, allowing us to better support our customers.Key job responsibilities• Adheres to Standard Operating Procedures (SOPs) for case handling, while leveraging multiple Amazon tools to complete complicated, high-judgement investigations and decision-making• Evaluates root cause and performing data analysis to identify opportunities for process improvement• Escalates trends in issues or pain points occurring within the process • Builds collaborative relationships with Operations Managers and Program Manager partners to gain alignment on changes, surface pain points and solve key problems; balances impact of added scope and operational capacity • Implements and Oversees ongoing projects related to SOP improvements, training efforts, and tech implementation• Presents operational call-outs to leadership during business reviews• Manages ongoing process improvement projects as outlined by stakeholders, managers, or self-identified initiatives• Supports, mentors, and motivates team as a trusted business partner• Monitors safety, quality, productivity, and customer expectations• Partners with cross-functional stakeholders to drive programs operationally that enable DSPs and Transporters to be safe and successful• Thinks Big across the Last Mile space, delivering holistic, scalable solutions• Must be able to work a schedule that includes a Sunday or a SaturdayA day in the lifeOn any given day, the successful Ops Specialist can expect to interact with internal and external stakeholders in the accomplishment of business goals. Peers, leaders, and stakeholders will look to you for guidance and your business insights. An Ops Specialist will deep dive the most sensitive of cases that pose imminent risk to our business while having the chance to run meetings, manage projects with some ambiguity, and provide routine communication across the organization.- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience- Experience with MS Word, Excel, OneNote, Outlook- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Skilled in SalesForce or equivalent case management software- Ability to multi-task with efficiency and quality- 1+ years of performance metrics, process improvement or lean techniques experience- Experience in Safety, Risk Management, or investigations with a proven track record of critical thinking ability.- 2+ years work experience involving DSPs, DA's, and/or Last Mile Operations.- Proficiency in intermediate/expert functions of Excel- 2+ Years Experience using Salesforce- Basic SQL/VBA knowledge a plus- Experience performing investigative work- Documented translator work experience. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

We are a small/start-up team within SFS (Seller Fulfillment Services) with a charter of increasing selection across various Amazon marketplaces. We are focused on innovative ways to extend current fulfillment capabilities for sellers. As a specialist on the SFS team, you will be responsible for ensuring a world class Seller experience in one of Amazon’s fastest growing and highest impact initiatives. As the program expands to new marketplaces, you will be ensure that Sellers worldwide receive the same high level of support that allows them to grow their businesses without friction. By focusing on auditing/ reviewing, designing and implementing operational improvements for Sellers, you will ensure that SFS is delivering the flawless experience Amazon customers have come to expect. And knowing that the best Buyer experience starts with excellent Seller performance, you will work closely with Customer Service to gather feedback on Buyer pain-points that can be resolved through Seller experience improvements. In addition to driving all key Seller operational initiatives from end to end, you will work closely with many teams, including the MFN shipping programs (Premium Shipping, Guaranteed Delivery, and Same Day Delivery) and seller tools (Amazon Buy Shipping and Ship by Region) business teams that shape a Seller’s experience. Key job responsibilitiesResults & Accountability: • Strong commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained • Interprets metrics, diagnoses underlying issues, and recommends solutions to fix root cause • Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses Continuous Improvement: • Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally • Develop and/or influences new ideas/approaches • Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments • Develop tools/mechanisms to enhance and expedite decision making Communication: • Prepare daily/weekly reports to update senior management • Provide updates during weekly meetings to review metrics, misses and actions taken • Identify root causes and create action plans to address. Hold team members accountable for progress on key program actions A day in the life• Audit selected cases to review seller contact reasons and their experience• Communicate findings to the wider audience such as program/ business teams • Work/ implement operational improvement coming from audits conducted• Support queue management wherever required • A completed Bachelor’s Degree from an accredited university or 2+ years Amazon experience• Experience with performance metrics and process improvement (how, when, who)• Strong oral and written communication skills to create relationships with carriers and sellers. • Ability to think clearly and analyze quantitatively using multiple systems• Experience managing and executing programs to improve scale and leverage• Ability to multitask and manage multiple projects - work prioritization, planning and task delegation• Ability to effectively work with a variety of organizations, management levels, cultures, and personalities• Experience communicating with technical and non-technical stakeholders across multiple teams.• Proven track record of taking ownership and driving results• Passion for customers (both sellers and buyers)• Exceptional interpersonal and communication (both written and verbal) skill• Innovative and self-directed• Excellent problem-solving skills• Ability to write SQL queries and drive data analysis independently• BS or Master's degree in Business• 3+ years of relevant work experience in Internet-related program or project managementAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,000/year in our lowest geographic market up to $70,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.