Digi-Flex primarily focuses on providing highest quality content experience for digital programs across the globe. We believe high-quality content and service will help us earn the trust and loyalty of customers.
As part of the Digi-Flex team that supports FireTV operations, the individual will be responsible for managing process and program goals. This will involve tasks related to the FireTV catalog content such as: a) Fixing metadata, b) Performing quality checks on content and c) Conducting app testing to provide best in-class experience for our customers.
Key job responsibilities
- Manage stakeholder communication across different sites on operational milestones, process changes, escalations, etc.
- Own program specific goals around SLA, quality and productivity.
- Ensure business processes are well documented and continuously updated.
- Responsible for identifying customer impacting issues, coming up with solutions and implementing them, along with business partners.
- Work with program and technical teams to build and improve processes, tools and technology - to support the process.
- Oversee the change management needs required by program, in conjunction with supporting teams in communications, training, and content management.
- Define, measure and present operational metrics to senior leadership.
- Responsible for capacity planning for existing process, and forecast HC requirement for new processes that are onboarded along with hiring support.
Complexity of work:
- Responsible to drive KPI goals and meet SLA expectations.
- Manage multiple processes, achieve program level goals across all of them, irrespective of external dependencies.
- Provide inputs for operational planning.
- Drive process improvements and meet OP targets.
A day in the life
- Track record of meeting and exceeding high service delivery standards.
- Experience in driving process excellence and productivity improvement.
- Experience owning and building processes with very limited guidance.
- Experience in understanding metrics, enhancing them and taking decisions based on it.
- Experience in independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions.
- Identify continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives.
- Demonstrated experience working with stakeholder (program managers and business teams).
Bachelor’s or equivalent Degree.
6+ years experience in Account Consultant role.
Experience analyzing key open issues and resolution metrics for each of the managed accounts.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.