Manager

Job Description

Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for an opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale.

This requirement is for Amazon Music content quality and experience team which focuses on increasing selection, maintaining quality and providing operational support for business teams. - Is the front line manager for a team, approximate size ~15-20 which supports quality check of titles across different languages.
Owner of program specific goals around SLA, quality and productivity

Manage stakeholder communication & requirements. Ensure 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's performance and supports career growth.

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 grooming leadership talent pipeline

Complexity of work:

Responsible for building a high performance team that will achieve and exceed the charter and goals for the program

Achieving program level goals irrespective of external dependencies

Ensure effective utilization of resources to drive high team efficiency

Provide inputs for transition planning and expansion

Drive process improvements and meet OP targets

Provide inputs for Opex reviews

About the team
At Amazon Music, our team is dedicated to revolutionizing the way fans, artists, and creators connect through immersive audio entertainment experiences. With a passion for music and a commitment to excellence, we collaborate tirelessly to deliver high-quality digital content that resonates with audiences worldwide.

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

Chennai, TN, IND

BASIC QUALIFICATIONS

Graduate (any stream) with 8+ years of experience of which a minimum 4+ years in managing people.

Track record of meeting and exceeding high service delivery standards

Experience in driving process excellence and productivity improvement

PREFERRED QUALIFICATIONS

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

Strong working knowledge of basic computer business applications such as MS Word and MS Excel, Outlook.

Strong background in web search and familiarity with various ways used for searching for information.

Jobcode: Reference SBJ-gp36pe-3-147-140-12-42 in your application.