Manager, Firetv

16 hours ago

Chennai, India ADCI - Tamil Nadu Full time

Graduate (any stream) with 8+ years of experience of which a minimum 4+ years in managing people.
- Track record of meeting and exceeding high service delivery standards
- Experience in driving process excellence and productivity improvement

Job summary

This requirement is for FireTV content quality and experience team which focuses on increased completeness and correctness of catalog, maintaining quality and providing operational support for business teams. - Is the front line manager for a team, approximate size ~15-20 which supports quality check of titles across different languages.
- Owner of program specific goals around SLA, quality and productivity
- Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
- Work with product and technical teams to build and improve the tools and technology to support the process.
- Define, measure and present operating metrics to senior Management
- Manages people performance and support career growth.
- Responsible for identifying customer impacting issues, finding and implementing solutions
- Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues etc
- Participate in hiring and grooming leadership talent pipeline

Complexity of work:

- Responsible for building a high performance team that will achieve and exceed the charter and goals for the program
- Achieving program level goals irrespective of external dependencies
- Ensure effective utilization of resources to drive high team efficiency
- Provide inputs for transition planning and expansion
- Drive process improvements and meet OP targets
- Provide inputs for Opex reviews
- Experience in managing process and operational escalations
- Experience in SLA management
- Exposure to process improvement/quality control tools and methods
- Experience in understanding metrics and developing them, as required
- Strong background in web search and familiarity with various ways used for searching for information.

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