The posting
The Global Product Verification (GPV) team supports the Perfect Order Experience (POE) organization's goal to ensure a great ordering experience by acting as a reliable product authentication and verification service for products sold by our selling partners. As a GPV Manager II, Risk, you will lead and develop a team of Investigation and Risk Specialists while owning and managing risk program(s) and/or risk projects within GPV. You will build a high-performing team by setting clear expectations, coaching for growth, and creating an environment where team members deliver their best work. You will define and execute the risk strategy for your program area, translating ambiguous business problems into structured solutions through your team. You will serve as a subject matter expert for your risk program/projects, staying current on related industry trends—including changing regulations, innovations in risk mitigation, and testing mechanisms—and coaching your team to apply them effectively. You will drive process improvement and risk-mitigation methodologies (e.g., risk assessments, Lean) through your team to achieve operational excellence across GPV's product authentication and verification operations. You will oversee the rollout of controls or audits, including testing and measuring their effectiveness, and ensure your team accurately and consistently meets both qualitative and quantitative metrics. You will work closely with regional program stakeholders and internal partner teams (e.g., engineering, Legal) to identify trends and learnings that inform defect reduction initiatives and strategies. You will identify and drive efforts to reduce inefficiencies and costs in operations while scaling team capabilities to support operational excellence.
Key job responsibilities People Leadership & Team Development
1. You will lead, coach, and develop a team of investigation Specialists, setting clear performance expectations and providing regular feedback to drive individual and team growth. 2. You will build team capacity through hiring, onboarding, and talent development—preparing team members professionally to take on additional responsibilities and new opportunities. 3. You will foster a culture of ownership, operational discipline, and continuous improvement within your team, ensuring alignment with GPV and POE organizational goals. 4. You will track individual and team-level performance metrics, including quality assurance (QA) goals and weekly production targets, and drive corrective actions through coaching and performance management.
Risk Program Ownership 1. You will own and drive risk program(s) end-to-end through your team, including defining business problems, developing risk-mitigation solutions, and ensuring controls bring risk within tolerance levels. 2. You will identify key performance indicators (KPIs) for your risk program, determine if success metrics are in place, and work to define them where they do not exist. 3. You will measure and test processes or controls to inform product-level and program-level risk assessments, identifying and escalating potential gaps in risk assessment methodology, customer experience, and operational processes.
Operational Excellence & Stakeholder Management
1. You will support leadership and program stakeholders in meeting organizational goals, including providing verbal and written communications and updates (e.g., weekly business reviews, strategy docs, narratives, escalation responses, risk assessments). 2. You will actively identify and drive opportunities to improve internal processes and procedures, including leveraging AI to increase efficiency and scalability across teams. 3. You will make data-driven recommendations to partner teams about risk tolerance levels and drive adoption of risk-reducing controls with supporting documentation (e.g., competitor analysis, legislation interpretation, safety research, cost of avoidance). 4. You will help partner teams and engineering teams make trade-offs by educating them on the current risk and regulatory environment. 5. You will manage overall schedules for risk mitigation projects, overcome blockers, keep scope under control, and accelerate progress by driving crisp and timely decisions and escalating effectively. 6. You will work closely with leadership, Sr. Investigators, and Risk Specialists to identify trends and themes that drive upstream improvements in Seller quality metrics, Brand trust, and overall customer experience.
- Experience in audits related to business processes, risk mitigation, program compliance, or internal audits - Experience in customer service - Experience working in relevant industries such as law, customer service, investigations, risk, compliance or project management - Experience with all Microsoft Office applications - Bachelor's degree or equivalent
- Professional certification such as CAMS, CRCM, or CRP - Experience using data and metrics to back up assumptions and implement effective solutions - Experience working in risk, fraud or compliance organizations - Master's degree or equivalent
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