DESCRIPTION

The role involves leading a frontline team dedicated to ensuring high-quality content for Amazon Music. You will be responsible for achieving program-specific goals, managing stakeholder communications, and driving continuous process improvements while optimizing resource utilization. Your leadership will be key in building a high-performance culture and supporting team members’ growth.

Key job responsibilities
• Team Leadership: Manage a team of approximately 15-20 members focused on quality checks for titles across various languages.
• Program Ownership: Establish and drive program-specific goals related to SLA, quality standards, and productivity metrics.
• Stakeholder Management: Collaborate with stakeholders to gather requirements and ensure business processes are well-documented and continuously updated.
• Process Improvement: Partner with product and technical teams to enhance tools and technology supporting operational processes.
• Metrics and Reporting: Define, measure, and present key operating metrics to senior management.
• Performance Management: Oversee team performance, providing guidance and support for individual career development.
• Issue Resolution: Identify customer-impacting issues and implement solutions, escalating critical concerns as needed.
• Talent Development: Participate in hiring and developing future leadership talent.
• Resource Optimization: Ensure effective resource utilization to maximize team efficiency and achieve program goals.
• Transition and Expansion Planning: Provide input for transition planning and potential program expansions.
• Operational Excellence: Drive continuous process improvements to meet operational targets and contribute to OPEX reviews.

About the team
Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for an opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale.

BASIC QUALIFICATIONS

Education: Graduate degree in any stream.

Experience: 8+ years of experience, with a minimum of 4 years in people management.

Leadership Skills: Proven track record of successfully managing and developing teams, demonstrating strong interpersonal and communication skills.

Service Delivery: Demonstrated history of meeting and exceeding high service delivery standards.

Process Excellence: Experience in driving process excellence and productivity improvement initiatives, including Kaizen methodologies.

Automation: Familiarity with automation tools and techniques to enhance operational efficiency.

Stakeholder Management: Experience collaborating with cross-functional teams and managing stakeholder relationships.

Problem-Solving: Strong problem-solving skills, with the ability to identify issues and implement effective solutions.

Technical Proficiency: Strong working knowledge of basic business applications such as MS Word, MS Excel, and Outlook.

Web Search Skills: Solid background in web search techniques and familiarity with various methods for information retrieval.

Analytical Skills: Ability to understand, develop, and analyze key operating metrics.

Multilingual Ability: Proficiency in multiple languages is a plus, given the diverse content focus.

Organizational Skills: Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Results-Driven: Commitment to achieving program goals and operational targets.

PREFERRED QUALIFICATIONS

Escalation Management: Experience in managing process and operational escalations effectively.

SLA Management: Familiarity with SLA management practices.

Quality Control Tools: Exposure to process improvement and quality control tools and methodologies.

Green Belt Certification: Six Sigma Green Belt certification or equivalent experience in process improvement techniques.