Description

Prime Video DigiFlex Operations is a team that relentlessly works with partners and is responsible for publishing content using both partner facing and internal technologies. We obsess over ensuring that every search, discovery and playback interaction with Prime Video (PV) is device agnostic, defect free and results in a high engagement experience for Customers. We collaborate with stakeholders across Prime Video to define, refine and uphold PV’s Customer experience, Quality bar and metrics. DigiFlex Operations Team plays an essential role at Prime Video, ensuring that the content that powers our vision to be the premier source of global entertainment, is complete and correct.

We are a group of entertainment enthusiasts based in Chennai and Costa Rica and we are passionate about ensuring all our customers around the globe have access to all the content they need, when they need it. We work closely with industry professionals, program and technology teams to ensure world-class coverage of key entertainment content, and proactively address content gaps before our customers notice them.

We are looking for an analytical and results-oriented manager to help shape the future of DigiFlex Operations. This is an exciting time to join, as we scale our coverage of international content, while maintaining a high bar for timeliness and quality.

As the manager for DigiFlex team, you will be responsible for strategy and execution for content coverage, quality and international expansion. You will play a vital role, split between people and program management, leading highly operational teams and driving cross-functioning projects. To succeed in this role, you will have a proven track record of driving successful programs and team operations, sound business judgment, bias for process improvement and ability to think strategically and creatively, to solve problems, prioritize goals and optimize resource allocation. You will also be able to have fun and inspire team members to enjoy work and stretch their abilities and imagination.

Key job responsibilities

1. Drive site-wide improvements in operations, quality, productivity, customer experience, and workforce metrics.

2. Manage planning and deliverables for multiple programs, including resource allocation and infrastructure planning.

3. Define appropriate operational metrics aligned with business goals; establishes processes for measuring, tracking, and driving continuous improvement of these metrics

4. Influence business priorities to drive positive returns on investment, presenting strategic insights to senior leadership.

5. Set performance goals, assess progress, and address performance barriers with actionable plans.

6. Provide inputs for function-level planning in monthly, quarterly, and half-yearly intervals.

7. Analyze defects and develops programs that fix root causes, escalating when required to drive closure

8. Own program-based communication to ensure all stakeholders are apprised of the progress, changes, expectations, and next steps

9. Builds and scales process-related solutions that have metric impact through multiple projects and automation; drives adoption of solutions across teams

10. Establish regular communication channels with partner teams to identify opportunities and devise action plans.

11. Work with business intelligence experts to create advanced metrics dashboards for program monitoring and enhancement.

12. Define clear and detailed operations specifications for tool/feature changes and works with technology teams to prioritize effectively

About the team

Prime Video (PV) 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 PV Store. PV 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.

Basic Qualifications

• Experience leading process improvements

• 2+ years of program or project management experience

• 5+ years of team management experience

• Bachelor's degree

• Experience analyzing data and best practices to assess performance drivers

• Experience influencing internal and external stakeholders

• Experience in managing large operations teams

• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.

• Passionate self-starter, decisive and able to implement at speed.

• Ability to problem-solve using creative thinking and innovation.

• Excellent communication (written & oral) skills and detail oriented

Preferred Qualifications

• Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets

• Knowledge of Lean, Kaizen, Six Sigma concepts

• Experience in managing critical operational processes, with SLA responsibility