Senior Operations Manager
2 weeks ago
About the Role
We are seeking a highly skilled Operations Excellence Lead to join our Kindle Content Quality Org at ADCI MAA 15 SEZ - K20. As a key member of our team, you will be responsible for leading operations and driving continuous improvement initiatives to ensure the highest quality of Kindle eBooks.
Key Responsibilities
- Lead the Core Operations team across multiple programs, setting the vision, direction, and culture of the team.
- Drive continuous improvement in Quality, Productivity, Customer experience, Program, and People metrics, influencing business teams to prioritize changes and present key improvement strategies.
- Manage individual and team performance expectations and goals, monitoring service levels, and holding the teams accountable to meet and exceed performance targets.
- Create a culture of accountability, transparency, and collaboration to perform rapid deep dives into root causes of defects and implement scalable solutions to mitigate recurrence.
- Collaborate to deliver sophisticated metrics dashboards for the various programs to monitor metrics and drive improvements.
- Responsible for planning and deliverables for multiple programs, including headcount planning, hiring, infrastructure, and utilization.
- Develop mechanisms to communicate with leadership and partner teams – Weekly, Monthly, Quarterly reviews, and a plan of action on opportunities.
A Day in the Life
You will lead operations with a focus on continuous improvement, responsible for people and project management skills by conducting in-depth analyses, thinking big, and identifying game-changing opportunities. You will deliver solutions that are technology-based, highly scalable, and flexible, all while maintaining people, customer, and business partner focus.
About the Team
The Kindle Content Quality Org is tasked with ensuring that Kindle eBooks provide the highest quality as defined by customers in the eBook market segment. Content defects interrupt the reading experience; the closer we get to defect-free content, the more the reader will remain immersed in the world the author created.
We assess quality using the KCQ Global QA Standard, the standards of which are derived from customer input, feedback from internal teams, and competitive quality intelligence.
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