Quality Operations Manager, Prime Video Trust & Safety
Job ID: 2789210 | Amazon Digital UK Limited
Come build the future of entertainment with us. Are you interested in helping shape the future of movies and television? Do you want to help define the next generation of how and what Amazon customers are watching?
Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows from Originals and Exclusive content to exciting live sports events. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on!
This role will lead our Quality Operations in London, Austin, and Costa Rica supporting multiple Trust & Safety programs: Global and Regulatory Content Policy, Maturity Ratings, Content Descriptors, Copyright Protection, and Kids Experience. In addition to continuously driving and improving the execution of this core mission, the Quality Operations Manager will work closely with their cross-functional counterparts in engineering, product management, legal, PR, content operations, and executive teams to scale Quality function effectively and improve the customer experience.
Key job responsibilities
1. Support and devise operational and business goals for the function that focuses on end-customer impact, productivity, accuracy, and quality.
2. Assist in establishing Quality metrics, reporting and process excellence indicators for effective accomplishment of goals in core processes. Manage metric performance tactically and strategically.
3. Set appropriate operational and people goals for the team at all levels and monitor team progress; own processes, staffing, metrics, and business updates for the function.
4. Assist in managing complex problems, decisions, and escalations. Mitigate long-term risks and find a path forward in difficult situations. Make trade-offs: short vs. long-term needs.
5. Proactively identify tool and system requirements that reduce quality audit workflow defects; ensure statistical sampling approach for audits to maximize risk detection.
6. Work with inter-functional teams to streamline processes. Identify and drive process excellence along with Program and Tech teams.
7. Assist in defining operational and quality team requirements to support business launches and manage implementation through partnership with teams across engineering, product management, content acquisition, legal, PR, marketing, merchandising, design, and customer service.
8. Partner with Business teams to gather customer feedback/requirements, and develop headcount operational models, workforce planning, and productivity mechanisms that scale with the business’ growth in volume, complexity, and global geographic dispersion.
9. Manage, coach, and develop a strong team of Risk Managers.
BASIC QUALIFICATIONS
1. Experience in managing operations and using data and metrics to design strategies, identify and implement improvements.
2. Experience managing teams of 75+ employees.
3. Experience working cross-functionally and cross-regions and international countries.
4. Experience engaging and influencing Senior Executives.
PREFERRED QUALIFICATIONS
1. Experience managing global teams of 200+.
2. Experience in handling Quality org within the T&S or compliance space and ability to define quality metrics.
3. Experience with digital video streaming and/or customer-facing user interfaces.
4. Experience in Trust & Safety, content moderation/rating, data labeling, or other compliance functions.
5. Experience with multiple forms of communication and negotiation with external and internal partners.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
Posted: August 5, 2024
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