FAQs
What qualifications are required for this position?
A Bachelor's degree is required, along with 2+ years of mentoring, leading, and coaching experience.
What type of team will I be managing?
You will be managing a front-line team of approximately 10-15 operators who focus on quality checks of titles across different languages.
What key responsibilities will I have in this role?
You will be responsible for program management, staff management, operational planning, defining success metrics, collaborating with partner teams, and driving continuous improvement initiatives.
Is experience with data analysis important for this role?
Yes, experience analyzing data and best practices to assess performance drivers is essential.
Will I be involved in decision-making processes?
Yes, you will have the ability to influence key decision makers and drive consensus within various stakeholder teams.
What types of tools and methods should I be familiar with?
Exposure to process improvement/quality control tools and methods is important, as well as knowledge of basic business applications such as MS Word, MS Excel, and Outlook.
What metrics will I be responsible for defining?
You will define key performance indicators, develop metrics and service level agreements for core programs and processes, and track delivery against program objectives.
How is success measured in this role?
Success is measured through operational metrics, program-specific goals around SLA, quality, productivity, and overall improvement in customer experience.
What is the overall goal of the Kindle Quality team?
The Kindle Content Quality team aims to ensure that Kindle eBooks provide the highest quality as defined by customers in the eBook market segment.
Will I have the opportunity to participate in hiring?
Yes, you will be responsible for participating in hiring and mentoring new team members.
How does the Kindle Content Quality team collaborate with other departments?
The team collaborates with leadership, technology, and product teams to drive various programs aimed at improving content quality through expansion, tech improvements, and operational mechanisms.