Quality - Program Manager, BRM (Books)

Organization Overview:

In Books, authors are at the heart of what we do. It's that simple. We have a great team that thrives on innovation and our staff is talented, energetic, and passionate about creating an customer experience. We envision wireless electronic reading experiences that embrace a physical book's simplicity and utility but take advantage of our store platform and the Kindle's ubiquitous wireless connectivity. Our vision for Kindle is to offer every book, ever written, in any language, all available within 60 seconds. If you want to delight customers and solve problems, the Books-BRM team is seeking a Quality PM .

Position Overview:

The BRM Quality Program Manager will improve the time to publish for independent authors who publish on our websites through defect reduction and operational excellence. We are seeking a candidate with mature business judgement and epic analytical skills – diving deep while also seeing the big picture. The ideal candidate has a track record of business analysis, influence through collaboration, driving measurable business results, and attention to detail. This position is part of the Kindle Content Management team and supports a global customer base.

Key job responsibilities

Key job responsibilities

• Carry out program responsibilities in accordance with the organization's policies and procedures and serve as a role model to employees
• Manage and communicate key metrics including reporting of intake volume, backlog and team outputs.
• Guide the team in how to deep dive/analyze customer related data and draw conclusions, leading to improvement initiative recommendations.
• Accountable for setting and meeting team and network operational results
• Establish SOPs, process controls, recommend revisions and ensure alignment with risk and regulatory requirements.
• Measures key metrics, process or control risk to inform product and program level risk assessment.
• Should make recommendations to managers and peers on opportunities for risk mitigation based on established risk tolerance and executes mechanisms to refresh risk measurement.
• Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions.
• Own and manage specialty projects to improve efficiency, accuracy, and effectiveness of Ops deliverables
• Build risk management awareness within organizations in a role model maintaining subject matter expertise and current industry knowledge to operationally execute risk management programs.
• Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).
• Analyze data to identify the root of a problem and solve it (no matter how large or small the scale)
• This position requires a candidate with the proven ability to drive process improvements and new process creation as well as the ability to keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

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