At Amazon, innovation drives growth and enables us to offer our customers more types of products more conveniently and at even lower prices. Amazon Kindle is a revolutionary reading device and one of the most innovative businesses at Amazon. We envision wireless electronic reading experiences that embrace a physical book’s simplicity and utility but take advantage of our store platform and the Kindle’s ubiquitous wireless connectivity. Our vision for Kindle is to have every book, ever printed, in any language, all available in under 60 seconds from anywhere in the world. The Amazon Kindle team is seeking a CRM (Content Risk Management) Team Manager for our Books Self-Publishing Operations.
Responsibilities:
· Lead and supervise a team of L3 reviewers and L4 specialists.
· Carry out supervisory responsibilities in accordance with the organization’s policies and procedures.
· Accountability for setting and meeting team operational goals.
· Assign and direct work; appraise performance; reward and discipline employees; resolve problems; and address staffing needs;
· Standard Operating Procedures development and roll-out, especially related to new process creation.
· Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).
· This position requires a candidate with the proven ability to drive process improvements and new process creation as well as the ability to keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.
Key job responsibilities
The incumbent is required to demonstrate performance in the following areas:
Performance Management – by consistently leading their team to meet and exceed service levels and operational goals of all team members.
People Development – Develop performance levels, career and skills of their teams through continuous closure of performance feedback loops. Possess ability to recruit excellent team members into their team and Amazon.
Process Improvement – Deliver significant Business impacts and/ or contributions to the company through improvement to quality, productivity, or customer experience. Consistently demonstrate timely delivery of projects on roadmap to support the team and department vision
About the team
Books Risk Management (BRM) is part of Books Org who keenly look into achieving our teams’ mission of detecting and preventing content abuse and fraud. BRM minimizes the customer and business risk associated with copyright, inappropriate content, and disappointing content and is responsible for detecting fraud and service abuse before it affects the customer experience. We are a global team, operating across six countries and supporting 13 languages. We innovate by using the best available tech to identify and mitigate risk, continuously scaling our operation and increasing our scope while driving down manual review effort. Our long-term goal is to develop systems and tools that can be leveraged by multiple internal teams for various content types. As a leader in the company in the risk space, we influence the creation of high-quality, coordinated risk policies for Amazon as a whole.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
BASIC QUALIFICATIONS
– 4+ years of operational and/or retail management experience
– 2+ years of team management experience
– Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
PREFERRED QUALIFICATIONS
– Experience with operations, risk, fraud investigations etc.
– Experience with six sigma tools and Lean techniques