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Subject Matter Expert, Kindle content quality , Books (Variable)

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Amazon

Oct 4

Applications are closed

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Hyderabad, +1

Requirements

  • 2+ years of mentoring, leading and coaching experience.
  • Bachelor's degree
  • Experience analyzing data and best practices to assess performance drivers
  • Experience influencing internal and external stakeholders
  • Experience working with engineering and product teams to define a product and bring it to market
  • 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
  • Knowledge of basic computer business applications such as MS Word and MS Excel, Outlook.
  • Management degree.

Responsibilities

  • Owner of program specific goals around SLA, quality and productivity
  • Manage stakeholder communication & requirements by ensuring 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 performance, coaches them to increase efficiency
  • 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 mentoring
  • Support development of strategies/programs, and influence prioritization of defect elimination and improved customer experience projects across the organization
  • Delivers product/program quality improvements based on data that directly or indirectly impacts the customer experience
  • Drives program objectives – provides program management and defines project plans, manages implementation activities, and develops processes, documentation and communications for program/process rollout and ongoing support
  • Contributes to the operational plan through tactical/strategic inputs for program/projects, trend analysis
  • Makes recommendations around investment based on customer/business impact
  • Defines key performance indicators
  • Develops metrics and service level agreements for core programs and processes, and tracks delivery against program objectives

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.

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.

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