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Sr. Operations Program Manager, Prime Video Trust & Safety
Amazon
Operations
Austin, TX, USA
Posted on Oct 21, 2024
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 Senior 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 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 Sr. Program Manager, Prime Video Trust & Safety role will lead Trust & Safety (T&S) programs: Global content compliance, regulatory compliance, customer experience programs, maturity ratings, and critical T&S initiatives. The Sr. Program Manager will work closely with their cross-functional counterparts in operations, 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
- Supports and devises operational and business goals for the function that focuses on end-customer impact, productivity, accuracy, and quality.
- Assists in establishing measurement, reporting and process excellence indicators for effective accomplishment of goals in core processes.
- Collaborates with cross-functional teams to develop and execute comprehensive T&S strategies that protect the service, users, and brand reputation.
- 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.
- Assists in defining operational requirements to support business launches and managing implementation through partnership with teams across operations, engineering, product management, content acquisition, legal, PR, marketing, merchandising, design, and customer service.
- Stays informed about relevant laws, regulations, and industry standards to ensure that the organization remains compliant with applicable requirements. Work closely with legal and compliance teams to address any compliance-related risks.
- Prepares regular reports on content policy initiatives, including key risk indicators, risk trends, and mitigation progress.
- Continuously assesses and enhances the T&S risk management framework and processes to adapt to evolving business needs and industry best practices.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience at a large global company
- Experience developing and implementing of standards, policies and programs or equivalent
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of experience working, engaging, and influencing leadership and key stakeholders cross-functionally in various geographical regions and internationally
- Bachelor’s degree in business, operations, public policy or related field, or 4+ years of related professional experience in a related field
PREFERRED QUALIFICATIONS
- Master’s degree or 7+ years of related professional experience
- Experience leveraging technology and implementing lean principles / Six Sigma methodologies to drive process improvements or equivalent
- Experience with digital video streaming and/or customer-facing user interfaces
- Experience in Trust & Safety, content moderation/rating, data labeling, or other compliance fields
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.