Description

Want to help build the future of music and audio entertainment?

Imagine being part of an agile team, where your ideas have the potential to reach millions. Envision working within a startup atmosphere, while being able to leverage the resources of a Fortune 500 company. Picture working on bleeding-edge consumer applications, where every team member is a critical voice in the decision-making process. Welcome to Amazon Music.

Amazon Music builds new experiences for Amazon Music listeners. We help our customers discover up-and-coming creators, while also having access to their favorite music and podcasts. We build systems that are distributed around the world, spanning our music apps, web player, and voice-forward experiences on mobile and Amazon Echo devices, powered by Alexa. Amazon Music products support our mission of delivering audio entertainment in new and exciting ways that listeners love.

Amazon Music’s Trust and Safety team is looking for RiskOps Specialists to moderate Trust and Safety issues for emerging audio products. You will work with a cross-functional team that includes Product, PR, Engineering and executive leadership. This role will own all moderation decisions and drive expedient resolution for critical issues.

The successful candidate will be expected to have high judgment and enjoy working in an ambiguous space. This person will evaluate user complaints with regards to violations which includes but are not limited to subjects such as copyright violations, hate speech, harassment. They will drive root cause analysis (RCA) for critical issues and Leverage technology and innovation to bring continuous improvement to the operational processes. They will effectively prioritize work time to ensure productivity and satisfy team standards for time spent in order to consistently achieve service levels.

This person will be be a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment, and able to think big while paying careful attention to detail. The ideal candidate will be metrics-driven with strong ownership and focus, with ability to prioritize effectively, and communicate clearly and persuasively. They will assist in creating and redefining Standard Operational Procedures (SOP). The right candidate will be willing to review and evaluate content that may be considered religiously sensitive, politically extreme or otherwise controversial or offensive. They will serve as a role model by displaying a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.

Come make history, as we launch new projects for millions of listeners.

We are open to hiring candidates to work out of one of the following locations:

Heredia, H, CRI

Basic Qualifications

• English level C1 or equivalent

• University level Bachelor’s Degree or 5+ years of Trust and Safety or Executive Customer Service experience

• Minimum 2 years of process experience in risk management, entertainment, customer service or similar production environment

• 3+ years professional experience with MS Excel

• Highly experienced in trend and data analysis skills (using excel and similar software), with an ability to notice patterns in data to drive decision making

• Experience in owning process improvement while being highly analytical and utilizing problem solving skills to simplify

• Proven project management skills with an ability to think creatively

• Experience documenting and driving new process integration

• Ability to drive root cause analysis and identify corrective actions for escalations

• High level of interest in entertainment industry

Preferred Qualifications

• Reading and writing proficiency in second language (German, Hindi, Japanese)

• Experience using SQL/Intercom and Airtable

• Strong technical and analytical aptitude, and some knowledge of statistics

• High level attention to detail and advanced organizational skills

• Comfortable handling a high volume of work on a daily basis

• High moral aptitude

• Experience in digital media and knowledge of the publishing industry is a plus