Digi-Flex primarily focuses on providing highest quality content experience for digital programs across the globe. We believe high-quality content and service will help us earn the trust and loyalty of customers.
As part of the Digi-Flex org support for FireTV global content business partners, FireTV Catalog Quality Operations team supports provider onboarding, catalog integration testing and manual matching to provide best in experience, for our customers. This role requires the individual to manage a team of approximately 20 associates supporting tasks related to FireTV catalog content involving fixing metadata, performing quality checks on content and performing app testing etc.
Key job responsibilities
- Manage stakeholder communication across different sites on operational milestones, process changes, escalations, etc.
- Own program specific goals around SLA, quality and productivity.
- Ensure business processes are well documented and continuously updated.
- Responsible for identifying customer impacting issues, coming up with solutions and implementing them, along with business partners.
- 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 ops leaders and business partners.
- Manages people performance and support career progression.
- Participate in hiring and mentoring to create leadership talent pipeline.
Complexity of work:
- Responsible for building a high-performance team that will achieve and exceed the charter and goals for the program.
- Manage multiple processes and achieve program level goals, irrespective of external dependencies.
- Ensure effective utilization of resources to drive high team efficiency.
- Drive process improvements and meet OP targets.
- Provide inputs for OPEX reviews.
A day in the life
- Track record of meeting and exceeding high service delivery standards
- Experience in driving process excellence and productivity improvement.
- Experience owning and building processes with very limited guidance.
- Experience in understanding metrics, enhancing them and taking decisions based on it.
- Experience in independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions.
- Identify continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives.
- Demonstrated experience working with stakeholder (program managers and business teams).
We are open to hiring candidates to work out of one of the following locations:
Chennai, TN, IND
- Graduate with 6+ years of experience in operations /program management, of which a minimum 2+ years in managing people.
- Proficiency in written and verbal English and local language
- Relevant experience in performing data analysis
- Degree in business, management, or related field.
- Operations, program and account management skills.
- Individuals with a passion for movies.
- Background in web search.
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