Team Manager, Operations, Amazon

hace 3 meses

San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?
Prime Video DigiFlex Operations is a team that relentlessly works with partners and is responsible for ingesting content using both partner facing and internal technologies. We obsess over ensuring that every search, discovery and playback interaction with Prime Video (PV) is device agnostic, defect free and results in a high engagement experience for Customers. We collaborate with stakeholders across Prime Video to define, refine and uphold PV’s Customer experience, Quality bar and metrics. DigiFlex Operations Team plays an essential role at Prime Video, ensuring that the content that powers our vision to be the premier source of global entertainment, is complete and correct.

We are a group of entertainment enthusiasts based in Chennai and Costa Rica; passionate about ensuring all our Customers around the globe have access to the content they need, when they need it. We work closely with industry professionals, program and technology teams to ensure world-class coverage of key entertainment content, and proactively address content gaps before our customers notice them.
We are looking for an analytical and results-oriented manager to help shape the future of DigiFlex Operations. This is an exciting time to join, as we scale our coverage of international content, while maintaining a high bar for timeliness and quality.
As the Operations Manager for DigiFlex team, you will be responsible to drive strategy and execution for content coverage, quality and international expansion. You will play a vital role, split between people and program management, leading highly operational teams and driving cross-functioning projects. To succeed in this role, you will need a proven track record of leading successful program and operation teams, sound business judgment, bias for process improvement; and ability to think strategically and creatively to solve business problems, prioritize goals and optimize resource allocation. You will also be able to have fun and inspire fellow Amazonians in their career journey. If this sounds exciting to you, please read on.

Key job responsibilities
1. Manage a 20 to 25 member team on tasks associated to content publishing, quality and data labeling
2. Provide end to end support for optimization of task related to day to day operations, team productivity, customer experience and workforce metrics
3. Manage planning and deliverables for multiple programs, including resource allocation and infrastructure planning
4. Work with the team to identify and implement solutions and pilots to drive process efficiencies & business goals
5. Proactively gather, analyze, and share data with management to influence business decisions
6. Analyze defects and develops programs that fix root causes, escalating when required to drive closure
7. Coach & develop the team on content moderation, DL & management
8. Work closely with tech teams to get all internal tool related issues escalated and resolved
9. Exhibit & drive a culture of putting Customers first
10. Ensure timely response to all escalations

We are open to hiring candidates to work out of one of the following locations:
San Jose – Costa Rica

BASIC QUALIFICATIONS

- 3+ years of team management experience, preferably large operations teams;
- Fluent level verbal and written proficiency in English;
- Experience in analyzing data and best practices to assess performance drivers;
- Ability to problem-solve using creative thinking and innovation;
- Excellent communication and negotiation skills with the ability to resolve internal and external team queries in a professional manner, influencing internal and external stakeholders.

PREFERRED QUALIFICATIONS

- Certified or Trained in Lean Six Sigma methodology;
- Experience and proficiency in Post house/Studios industry in the content publishing or quality management domain;
- Experience and understanding of digital media and/or digital video supply chain;
- Experience in data analysis, either through professional experience or through educational qualification;
- Ability to thrive in a dynamic and ambiguous environment;
- Experience in content publishing, quality and data labeling;
- Willingness to work in a fast-paced, challenging environment;
- Passionate about video content, online streaming platforms, online business, e-commerce;
- Demonstrated ability to think strategically and creatively while applying sound business judgment and quantitative analytics.

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