Quality Team Manager, Prime Video Trust

A completed Bachelor’s Degree from an accredited university.
- Work experience of 5+ years with 2years + experience in handling team experience including data analysis, change management, and Compliance and/or Risk Management.
- Experience in handling quality operations for content moderation, data labeling, e-commerce.
- Strong proficiency in Microsoft Word, Excel, Outlook and aptitude for learning additional software tools
- Excellent communication and negotiation skills with the ability to face external and internal partners in a professional and mature manner, and strong ability to handle objections
- Flexible to work in rotational shifts.

The Prime Video, Compliance, Trust and Safety team ensures that Prime Video is a place for viewers, and creators around the world to belong, create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or enforcing worldwide policy, the Compliance team is on the front lines of enhancing the PV experience and protecting free speech in our ever-evolving digital world.

As a compliance manager, you are responsible for working with a global team of catalog associates, policy, program, engineering, legal and other teams to prevent violating content from appearing on the Prime Video platform. Your team of associates will evaluate abuse trends and quality, and develop workflows and processes that maintain our quality/ community guidelines. Your teams will review decisions about the appropriateness of different content, including considerations of cultural and political sensitivities. This role will require on call work on weekends on a rotational basis.

To be successful in this role you’ll need to be well organized, assisting multiple catalog associates with different issues at any one time. Technically savvy with an interest in content moderation/data labeling, your verbal and written communication skills should be excellent, being able to clearly explain issues and the paths to resolution quickly and succinctly to the catalog associates. Your commitment to the success of our VCC org should be strong and you should have a proven record of exceeding on input/output goals.

Key job responsibilities
- Promote quality achievement & performance improvement throughout the team
- Ensure compliance objectives and quality goals are met
- Closing work with Operations to reduce defects overtime
- Provide end to end support for optimization of team work tasks.
- Lead and provide tools to the team to deliver on quality goals.
- Ensure removal of any roadblocks that hinder goal achievement with mínimal supervision.
- Work with the team to build business reviews, share it within other VCC teams, peers and management on a regular basis.
- Proactively gather, analyze, and share data with management to influence business decisions.
- Work with the team to identify and implement solutions and pilots to drive process efficiencies & business goals.
- Coach & develop the skilled auditors.
- Measure and share timely reports with operations and leadership
- Work closely with tech teams to get all internal tool related issues escalated and resolved.
- Exhibit & drive a culture of putting customer first.
- Ensure timely response to all escalations.
- Support the team in maintaining a repository of all work done for customers within their team highlights wins and shares gaps in support with solutions with respective individuals.

San Jose, CRI
- Experience in data analysis, either professional experience or through your education.
- Passionate about video content, online streaming platforms, online business, e-commerce.
- Desire to work in a fast-paced, challenging environment.
- Ability to thrive in a dynamic and ambiguous environment.