Content Optimization Specialist, Prime Video Global Operations
hace 1 semana
At Amazon, we are pioneering a new generation of digital supply chain at a remarkable speed to accelerate our market position and global reach. As a Content Optimization Specialist, you will have the opportunity to work in a dynamic and global environment where innovating on behalf of our customers is at the heart of everything we do.
The team works with thousands of popular movies and TV shows from Originals and Exclusive content to exciting live sports events. We offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store.
We are searching for a highly skilled Content Optimization Specialist who is passionate about customer experience and has the ability to navigate a fast-paced, data-driven, complex and manual workflow environment.
Your key responsibilities will include creating/maintaining operator skill metrics and allocating work to operators. You will collaborate with program and operations managers to identify improvement opportunities to increase workforce utilization and productivity. Additionally, you will work closely with the resource planning team to make the required changes in daily/weekly/monthly headcount, in line with the changes in incoming volume trends.
Main Responsibilities:
- Responsible for workflow, skill and profile management and adjusting resources in line with volume.
- Interpret and communicate data impacting the current service level including shift in arrivals, schedules, productivity that could impact service level and seller experience.
- Deliver root cause analysis to identify misses in SLAs through data.
- Provide inputs on new metrics and tools.
- Drive the implementation of new metrics and tools, and support the change management process involving staff and workforce initiatives.
- Escalate all major issues, ensuring that the right stakeholders know of the issue at the right time.
- Communicate effectively in both verbal and written form on all interactions within and outside of the efficiency measurement team, especially when engaging stakeholders on specific Adherence issues.
- Produce and own daily, weekly and monthly reporting on performance goals.
BASIC QUALIFICATIONS
- Strong numerical and analytical skills.
- Strong (intermediate to advanced) knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
Estimated Salary: $90,000 - $110,000 per year.
A competitive salary and benefits package will be offered to the successful candidate.
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