Quality Operations Manager, Prime Video Trust & Safety - Bangalore

Job Description

Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? We are seeking an innovative and analytical Operations Manager to support the Prime Video Trust & Safety team and lead our Global Operations team. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children.

This role will lead the Quality operations team in India 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 raising the bar on PV content compliance quality, the Quality Operations Manager will work closely with global T&S Operations sites, cross-functional counterparts in engineering, product management, legal, PR, content operations, and executive teams to scale quality 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 and simplifies quality audit process; 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 and quality team 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.

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. English language proficiency; Experience engaging and influencing Senior Executives; Three days in-office required at Bangalore office.

Preferred Qualifications:

Master’s degree or equivalent working experience; Experience managing global teams of 200+ and stakeholders;
Experience in handling Quality org within T&S or compliance space and ability to define quality metrics
Experience defining product/program roadmaps and requirements; Experience with digital video streaming and/or customer-facing user interfaces;