This requirement is for Kindle Quality team which focuses on increasing selection, maintaining quality and providing operational support for business teams.
The candidate will be a front line SME for a team, approximate size ~10-15, which supports quality check of titles across different languages.
Owner of program specific goals around SLA, quality and productivity
Manage stakeholder communication & requirements by ensuring 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, coaches them to increase efficiency
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 mentoring.
Key job responsibilities
Brings a unique combination of resourceful, analytical, team oriented with communication and business skills and the ability to build relationships with key stakeholders to drive scalable and effective solutions/mechanisms.
Is motivated to work in a fast-paced environment with responsibility of business operations metrics, has a proven track record in taking responsibilities and successfully reach the output in dynamic business operations situations.
Provides the right level of information and insights to business teams, and also have a thorough understanding of processes and programs
Is able to handle ambiguity comfortably and take decisions swiftly
Uses large data sets to identify complex patterns, drive actionable outcomes resulting in operational solutions to real business problems, and relate opportunities for partnerships across Amazon.
Finds improvement opportunities and drives process and ops initiatives.
Builds structured governance models that drive people, process, and improvement to optimize Customer experience end-to-end.
Support development of strategies/programs, and influence prioritization of defect elimination and improved customer experience projects across the organization.
Delivers product/program quality improvements based on data that directly or indirectly impacts the customer experience.
Drives program objectives – provides program management and defines project plans, manages implementation activities, and develops processes, documentation and communications for program/process rollout and ongoing support
Contributes to the operational plan through tactical/strategic inputs for program/projects, trend analysis. Makes recommendations around investment based on customer/business impact.
Defines key performance indicators. Develops metrics and service level agreements for core programs and processes, and tracks delivery against program objectives
A day in the life
The individual will be managing a team of 10- 20 operators as an SME. They will own program management for that area of the business. This will include staff management, operational planning, owning success metrics, collaborating with partner teams, driving continuous improvement and innovating on customer's behalf. They will be a self-starter, comfortable with ambiguity and have a attention to detail. They will have the ability to influence key decision makers and drive consensus within various stakeholder teams.
About the team
Kindle Content Quality team is focused on ensuring that Kindle eBooks provide the highest quality as defined by customers in the eBook market segment. The team collaborates with leadership, technology as well as product teams to drive various programs aimed at improving content quality through expansion, tech improvements, and operational mechanism
2+ years of mentoring, leading and coaching experience. Bachelor's degree Experience analyzing data and best practices to assess performance drivers Experience influencing internal and external stakeholders Experience working with engineering and product teams to define a product and bring it to market
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
knowledge of basic computer business applications such as MS Word and MS Excel, Outlook.
Management degree.