Description

Come build the future of entertainment with us. Are you interested in helping shape the future of movies and television? Do you want to help define the next generation of how and what Amazon customers are watching?

Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows from Originals and Exclusive content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at any time and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic environment where innovating on behalf of our customers is at the heart of everything we do. If this sounds exciting to you, please read on!

This role will lead our Madrid, Spain operation supporting multiple Trust & Safety programs: Global and Regulatory Content Policy, Maturity Ratings, Content Descriptors, Copyright Protection, and Kids Experience. In addition to continuously driving and improving the execution of this core mission, the Operations Manager will work closely with their cross-functional counterparts in engineering, product management, legal, PR, content operations, and executive teams to scale operations effectively and think big on improving the customer experience.

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 metrics, reporting and process excellence indicators for effective accomplishment of goals in core processes. Manage metric performance tactically and strategically.

• Sets appropriate operational and people goals for the team at all levels and monitors team progress; owns processes, staffing, metrics and business updates for the function.

• Assist in managing complex problems, decisions, and escalations. Mitigates long-term risks and 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; 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 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 robust team of Risk Managers.

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

London, GBR

Basic Qualifications

• Experience in managing operations and using data and metrics to design strategies, identify and implement improvements.

• Experience managing teams of 100+ employees.

• Experience working cross-functionally and cross-regions and international countries.

• Experience engaging and influencing Senior Executives.

Preferred Qualifications

• Experience managing global teams of 500+.

• Experience defining product/program roadmaps and requirements.

• Experience with digital video streaming and/or customer-facing user interfaces.

• Experience in Trust & Safety, content moderation/rating, data labelling, or other compliance functions.

• Experience with multiple forms of communication and negotiation with external and internal partners.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).