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Sr Operations Manager, Alexa Skills


London, United Kingdom


Alexa is the Amazon cloud service that powers Echo, Tap and Dot, the groundbreaking new Amazon devices designed around your voice. We believe voice is the most natural user interface for interacting with technology across many domains; we are inventing the future.

We are the team that manages rapidly growing third party (3P) skills catalog for Alexa across all devices. If you are excited by technology and working in a fast paced challenging environment drives you, we would love to have you as part of the Amazon Alexa Skills Certification team. The team drives the entire ingestion and certification process for Alexa skills, which involves the entire life cycle from the time a developer submits a skill to the time it is put up on the store, and ensuring the high quality experience for Alexa customers even after that.

The team is looking for a Senior Content Operations Manager for UK English Language Skills who will help improve our processes for certifying, publishing, and maintaining skills catalog used by Alexa customers. In this role, you will help define the policies, organizational structure, processes, and systems required to manage our store. You will play a key role in increasing skill selection. You will recruit and lead the team required to implement and run skill certification processes. Above all, you will ensure we deliver Amazon’s high quality customer experience and provide an efficient and transparent experience for our developers.

As Senior Content Operations Manager, you will:
· Define the policies for processing, publishing, and maintaining skills consumed by Alexa customers
· Recruit and manage the team responsible for implementing the skill review guidelines and processes
· Create and optimize processes for adding new skills quickly, while ensuring the content meets Amazon’s high quality bar and follows Amazon’s policies
· Manage the publishing cycle to minimize turnaround time to developers and constantly improve ingestion processes
· Build processes and partner with technology teams to effectively screen and manage skills submissions from developers
· Specify requirements for the technological systems and tools required to support the content operations business roadmap and goals
· Manage the content operations team to meet our selection expansion, quality, and service level goals
· Partner with other Alexa groups (business teams, tech teams) as necessary to implement the strategy and manage exception processes
· Above all, protect and enhance experience of Alexa’s customers


· Business process operations experience
· Experience in building and managing large teams
· Program Management, Product Management or Service Operations background
· Bachelor’s degree required; MBA preferred with 9+ years of overall work experience

· Mobile industry, Internet of Things (IoT) experience a plus
· Understanding of UK English and it's differences compared to US English.
· Strong process definition and optimization skills; proven ability to define effective, efficient, and massively scalable processes for digital products and services
· Strong organizational design and recruiting skills; proven ability to build large, high-performance teams
· Strong people management skills; comfort leading and developing teams with 50 or more employees and 2-3 tiers of leads and managers under them
· Excellent customer experience intuition; demonstrated success in delivering a world-class customer experience (ideally in the digital content industry)
· Strong analytical and quantitative skills; strong bias towards data-based decision making and comfort with pro-forma financial and operational analysis
· Excellent communication and persuasion skills; demonstrated success building buy-in for an innovative and bold vision
· Technical fluency; comfort understanding and discussing architectural concepts, schedule tradeoffs and new opportunities with technical team members
· Nimbleness and comfort with ambiguity; comfort responding quickly to rapidly evolving threats and opportunities
· Strong bias for action; ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
· Street smart; willingness to roll up the sleeves and do whatever is necessary to meet team goals
· Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills


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