Risk Operations Specialist, Amazon Music

hace 3 semanas


San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

Job Summary

We are seeking a highly skilled Risk Operations Specialist to join our team at Amazon Music. As a Risk Operations Specialist, you will be responsible for moderating Trust and Safety issues for emerging audio products.

Key Responsibilities

  • Own all moderation decisions and drive expedient resolution for critical issues
  • Work with a cross-functional team that includes Product, PR, Engineering and executive leadership
  • Develop and implement process improvements to enhance Trust and Safety
  • Collaborate with stakeholders to identify and mitigate risks

Requirements

  • English level C1 or equivalent
  • University level Bachelor's Degree or 5+ years of Trust and Safety or Executive Customer Service experience
  • Minimum 2 years of process experience in risk management, entertainment, customer service or similar production environment
  • 3+ years professional experience with MS Excel
  • Highly experienced in trend and data analysis skills (using excel and similar software), with an ability to notice patterns in data to drive decision making
  • Experience in owning process improvement while being highly analytical and utilizing problem solving skills to simplify
  • Proven project management skills with an ability to think creatively
  • Experience documenting and driving new process integration
  • Ability to drive root cause analysis and identify corrective actions for escalations
  • High level of interest in entertainment industry

Preferred Qualifications

  • Reading and writing proficiency in second language (German, Hindi, Japanese)
  • Experience using SQL/Intercom and Airtable
  • Strong technical and analytical aptitude, and some knowledge of statistics
  • High level attention to detail and advanced organizational skills
  • Comfortable handling a high volume of work on a daily basis
  • High moral aptitude
  • Experience in digital media and knowledge of the publishing industry is a plus

About Amazon Music

Amazon Music builds new experiences for Amazon Music listeners. We help our customers discover up-and-coming creators, while also having access to their favorite music and podcasts. We build systems that are distributed around the world, spanning our music apps, web player, and voice-forward experiences on mobile and Amazon Echo devices, powered by Alexa.

About the Role

This role will be based in Heredia, Costa Rica and will be part of the Amazon Music Trust and Safety team. As a Risk Operations Specialist, you will have the opportunity to work with a cross-functional team to drive Trust and Safety initiatives and develop process improvements to enhance the customer experience.



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