DESCRIPTION

Job summary
This requirement is for Amazon Music content quality and experience team which focuses on increasing selection, 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

BASIC QUALIFICATIONS

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

PREFERRED QUALIFICATIONS

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 working knowledge of basic computer business applications such as MS Word and MS Excel, Outlook.
Strong background in web search and familiarity with various ways used for searching for information.