October 7, 2024

Amazon Support Services Costa Rica SRL

San José

OTHER

Prime Video Catalog Process Expert, Prime Video Digi-Flex

Bachelor's degree or equivalent post-secondary degree (B-Tech Preferred), or equivalent experience;
1+ years of program or project management experience;
Excellent English written and verbal communication skills;
Knowledge of SQL and Advanced Excel (Array and Statistical formulas);
Experience using data to influence business decisions.

Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video Digi-Flex Operations is a team that relentlessly works with partners and is responsible for ingesting content using both partner facing and internal technologies. We obsess over ensuring that every search, discovery and playback interaction with Prime Video (PV) is device agnostic, defect free and results in a high engagement experience for Customers.

We collaborate with stakeholders across Prime Video to define, refine and uphold PV’s Customer experience, Quality bar and metrics. Digi-Flex Operations Team plays an essential role at Prime Video, ensuring that the content that powers our vision to be the premier source of global entertainment, is complete and correct.

We are a group of entertainment enthusiasts based in Costa Rica, Chennai and Madrid; passionate about ensuring all our Customers around the globe have access to the content they need, when they need it. We work closely with industry professionals, program and technology teams to ensure world-class coverage of key entertainment content, and proactively address content gaps before our customers notice them.

We are looking for an analytical and results-oriented Process Expert to help shape the future of Digi-Flex Operations. This is an exciting time to join, as we scale our coverage of international content, while maintaining a high bar for timeliness and quality.

As a Process Expert for Digi-Flex team, you will be responsible to help drive strategy and execution for content coverage, quality and international expansion.

You are expected to have expertise and ability to support 'end to end' program execution and support several projects, simultaneously.
You are expected to create/own processes and actively collaborate with multiple stakeholders independently.
You should also demonstrate the ability to execute deliverables with minimum guidance, communicate effectively, escalates roadblocks/ risks and makes trade-offs.
You are expected to delegate the tasks to the team members to achieve best possible output, documents issues faced in running day to day operations and recommend improvements to tools and process based on experience.

Key job responsibilities

Provide end to end support for optimization of task related to day to day operations, team productivity, customer experience and workforce metrics
Work with the team to identify and implement solutions and pilots to drive process efficiencies & business goals
Proactively gather, analyze, and share data with management to influence business decisions
Analyze defects and develops programs that fix root causes, escalating when required to drive closure
Coach & develop the team based on learnings and process improvement opportunities.
Work closely with tech teams to get all internal tool related issues escalated and resolved
Exhibit & drive a culture of putting CUSTOMERS first
Ensure timely response to all escalations
Knowledge of visualization tools such as Tableau, Datazen, SSRS;
Knowledge of analytics & statistical tools such as SAS, Power BI, SQL & ETL DW concepts;
PMP Certification;
Six Sigma Green Belt or Lean Certification;
Strong stakeholder management skills with ability to present findings to groups;
Self-starter capable to taking initiative and working with minimal direction;
Comfortable with data analysis and detailed investigation;
Able to coordinate workload;
Strong analytical ability and problem solving skills.