Head of Quality Operations, Prime Video Trust & Safety ID-2725 – Amazon Store
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DescriptionCome 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. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at any time and to rent or buy new release movies and TV box sets on the Prime Video Store. 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 global quality operations, analytics and operations program management functions 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 Global Quality Lead 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.Key job responsibilities
Devise operational and business goals that focus on end-customer impact, productivity, accuracy, and quality.
Define machine learning/agentic, operator, and tooling quality frameworks and metrics to measure their effectiveness.
Establish metrics, reporting and process excellence indicators for accomplishing goals in core processes. Manage metric performance tactically and strategically.
Set operational and people goals for the team at all levels and monitor progress; own processes, staffing, and business updates.
Assist in managing complex problems, decisions, and escalations. Mitigate long-term risks and find a path forward in difficult situations. Make trade-offs for short vs. long-term needs.
Proactively identify tool and system requirements that reduce operational defects; ensure impact- and benefit-driven prioritization of process excellence projects.
Works with inter-functional teams to streamline processes. Identify and drive process excellence alongside Program and Tech teams.
Assist in defining operational requirements to support business launches and manage implementation, partnering with engineering, product management, content acquisition, legal, PR, marketing, merchandising, design, and customer service.
Partner with Business teams to gather customer feedback/requirements, and develop headcount operational models, workforce planning and productivity mechanisms that scale with growth.
Manage, coach, and develop a team of Operations Managers, Program Managers, and Business Analysts.
Basic Qualifications
Experience in managing operations and using data and metrics to design strategies, and identify/ implement improvements
Experience directly line managing teams
Experience working cross-functionally and cross-regions and international countries
Experience engaging and influencing senior stakeholders
Preferred Qualifications
Experience managing global teams
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 labelling, or other compliance functions
Experience in 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. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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