Operations Manager, Prime Video Trust & Safety

DESCRIPTION

Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? We are seeking an innovative and analytical Senior Manager to support the Prime Video Trust & Safety team and lead our Global Operations team. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children.

This Operations Manager, Prime Video Trust & Safety role will lead a part of our Austin operation supporting multiple Trust & Safety (T&S) programs: Global content compliance, regulatory compliance, customer experience programs, maturity ratings, and critical T&S initiatives. In addition to continuously driving and improving the execution of this core mission, the Operations Manager will work closely with their cross-functional counterparts in engineering, product management, legal, PR, content operations, and executive teams to scale operations effectively and think big on improving the customer experience. A successful candidate will thrive in a fast-paced, ambiguous, and dynamic business environment, leveraging analytical expertise and resourcefulness to autonomously deliver successful results.

Key job responsibilities

• Supports and devises operational and business goals for the function that focuses on end-customer impact, productivity, accuracy, and quality.

• Assists in establishing measurement, reporting and process excellence indicators for effective accomplishment of goals in core processes. Manages metric performance tactically and strategically.

• Sets appropriate operational and people goals for the team at all levels and holds them accountable; Owns processes, staffing, metrics and business updates for the function.

• Thinks long-term and establishes scalable/modular processes for easy adaptation to business scope changes. Assist in managing complex problems, decisions, and escalations. Mitigates long-term risks. Finds a path forward in difficult situations. Makes trade-offs: short vs. long-term needs.

• Proactively identifies tool and system requirements that reduce operational defects; Ensures impact- and benefit-driven prioritization of process excellence projects.

• Works with inter-functional teams to streamline processes. Identifies and drives process excellence along with Program and Tech teams.

• Assists in defining operational requirements to support business launches and managing implementation through partnership with teams across engineering, product management, content acquisition, legal, PR, marketing, merchandising, design, and customer service.

• Partners 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.

• Manages, coaches, and develops a strong team of Risk Specialists and Managers.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA

BASIC QUALIFICATIONS

• 5+ years of experience managing operations and using data and metrics to design strategies, identify and implement improvements

• 5+ years of direct supervisory experience

• 2+ years of management experience overseeing teams of 25+ employees

• 5+ years of experience working cross-functionally in various geographical regions and internationally

• Experience engaging and influencing leadership and key stakeholders

PREFERRED QUALIFICATIONS

• Master's degree or 7+ years of related professional experience

• Experience managing global teams of 100+ specialized employees

• Experience defining product/program roadmaps and requirements

• Experience with digital video streaming and/or customer-facing user interfaces

• Experience in Trust & Safety, content moderation/rating, data labeling, or other compliance fields

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.