Sr. Program ManagerGlobal Escalations

This is a Full Time Job

Sr. Program Manager, Global Escalations, Amazon

Sr. Program Manager, Global Escalations, Amazon Prime Video Trust & Safety

Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? We are seeking an innovative and analytical Sr. Program Manager, Global Escalations to support the Prime Video Trust & Safety Operations team to define, manage, and streamline incident management. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children.

This role will focus on managing regulatory and non-regulatory incidents within Trust & Safety Operations. These are highly sensitive, thus requiring high judgement, autonomy, and trust with internal and external stakeholders. A successful candidate will have the opportunity to manage and iterate an approach to identifying, assessing, and driving remediation for a wide set of risks on our expanding catalog. The candidate must be comfortable with balancing strategic thinking with tactical, detailed execution while working independently, sorting through ambiguously defined problems, identifying and facing big challenges, and adjusting to sudden and frequent change. This role acts as a key liaison with Trust & Safety policy/program, Legal, Publishing, Technology, and Product Management teams to drive immediate and long-term solutions. The role requires managing a global team of Escalations Specialists. A successful candidate will thrive in a fast-paced and dynamic business environment, leveraging analytical expertise and resourcefulness to autonomously deliver successful results.

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

Austin, TX, USA

Qualifications

• Bachelors degree with 5 years of experience managing operations/programs and using data and metrics to design strategies, identify and implement improvements
• 5 years of experience working cross-functionally and cross-regions and international countries
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience with conducting root cause analyses and building mechanisms to reduce defects
• Proven leadership, problem solving, project management skills, and strong attention to detail
• Flexible schedule - this role may require on-call & weekend/holiday availability
• Direct supervisory/leadership experience (3 direct reports)