Operations Manager, Prime Video Trust
1 month ago
This role will lead a part of our India operation supporting multiple Trust & Safety 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
· Support in devise operational and business goals for the function that focuses on end-customer impact, productivity, accuracy, and quality.
· Assist 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.
· Assist 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.
· 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.
· Manage, coach, and develop a strong team of Risk Managers.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
BASIC QUALIFICATIONS
Bachelor's degree or equivalent working experience; 5+ years of experience managing operations and using data and metrics to design strategies, identify and implement improvements; 5+ years of experience managing teams of 100+ employees; 5+ years of experience working cross-functionally and cross-regions and international countries; Experience engaging and influencing Senior Executives; Must reside in Bangalore or open to relocation to Bangalore immediately upon offer.
PREFERRED QUALIFICATIONS
Master’s degree or equivalent working experience; Experience managing global teams of 500+; Experience defining product/program roadmaps and requirements; Experience with digital video streaming and/or customer-facing user interfaces;
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