As part of the Digi-Flex organization supporting Amazon Music operations, the individual will manage a team of ~15 to 18 associates focused on Amazon Music content quality tasks. The role also includes Site Leader responsibilities with dotted-line reporting of an additional 10 team members. The successful candidate will be responsible for driving all operational aspects and functions at the site. Key job responsibilities • Establish and drive program-specific goals related to SLA, quality standards, coverage, and productivity metrics. • Collaborate with stakeholders to gather requirements and ensure business processes are well-documented and continuously updated. • Partner with product and technical teams to enhance tools and processes, while driving continuous improvements to meet operational targets and OPEX goals. • Define, measure, and present key operating metrics to senior management and Stakeholders. • Identify customer-impacting issues and implement solutions, escalating critical concerns as needed. • Oversee team performance, ensure effective resource utilization to maximize team efficiency, develop and acquire talent through strategic hiring and career advancement initiatives • Provide input for transition planning and potential program expansions. • Site leadership responsibilities: o Work closely with support staff (HR, Finance, Facilities, Safety, IT, Transport) and other site leaders to secure resources for projects and initiatives. o Manage stakeholder communication across different sites on operational milestones, process changes, and escalations. o Support site level hiring and expansion across levels and teams, ensuring the right talent is in place to meet program and operational goals. o Partner and be responsible for Site seat utilization and other GREF-related aspects. o Support in tracking site employee experience expenses and budget. o Foster an inclusive workplace culture through active employee engagement, career development support, and timely resolution of employee escalations. o Contribute to site business continuity planning, ensuring the organization is prepared for any disruptions and can maintain operations smoothly. About the team Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. Our team builds new experiences for Amazon Music listeners. We build systems that are distributed around the world, spanning our music apps, web player, and voice-forward experiences on mobile and Amazon devices, powered by Alexa. Join us for an opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale. ### Basic qualifications - Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams - Experience driving process excellence and productivity improvement initiatives, including Kaizen methodologies - Experience leading prioritization of tasks, team scheduling, time management, and meeting deadlines - Education and Experience: Graduate degree in any stream. 8+ years of experience, with a minimum of 4 years in people management. - Leadership Skills: Proven track record of successfully managing and developing teams, demonstrating strong interpersonal and communication skills. - Service Delivery: Demonstrated history of meeting and exceeding high service delivery standards. Process Excellence: Experience in driving process excellence and productivity improvement initiatives, including Kaizen methodologies. - Stakeholder Management: Experience collaborating with cross-functional teams and managing stakeholder relationships. - Problem-Solving: Strong problem-solving skills, with the ability to identify issues and implement effective solutions. - Technical Proficiency: Strong working knowledge of basic business applications such as MS Word, MS Excel, and Outlook. - Analytical Skills: Ability to understand, develop, and analyze key operating metrics. - Organizational Skills: Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment. - Communication Skills: Strong written and verbal communication abilities with demonstrated success in influencing business and technical partners through data-driven insights. ### Preferred qualifications - Escalation Management: Experience in managing process and operational escalations effectively. - Quality Control Tools: Exposure to process improvement and quality control tools and methodologies. - Automation: Familiarity with automation tools and techniques to enhance operational efficiency. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.