This Sr. Program Manager, Prime Video Trust & Safety role will lead Trust & Safety (T&S) programs: Global content compliance, regulatory compliance, customer experience programs, maturity ratings, and critical T&S initiatives. The Sr. Program Manager will work closely with their cross-functional counterparts in operations, engineering, product management, legal, PR, content operations, and executive teams to scale operations effectively and think big on improving the customer experience. A successful candidate will thrive in a fast-paced, ambiguous, and dynamic business environment, leveraging analytical expertise and resourcefulness to autonomously deliver successful results.
Key job responsibilities
- Supports and devises operational and business goals for the function that focuses on end-customer impact, productivity, accuracy, and quality.
- Assists in establishing measurement, reporting and process excellence indicators for effective accomplishment of goals in core processes.
- Collaborates with cross-functional teams to develop and execute comprehensive T&S strategies that protect the service, users, and brand reputation.
- Thinks long-term and establishes scalable/modular processes for easy adaptation to business scope changes. Assist in managing complex problems, decisions, and escalations. Mitigates long-term risks. Finds a path forward in difficult situations. Makes trade-offs: short vs. long-term needs.
- Assists in defining operational requirements to support business launches and managing implementation through partnership with teams across operations, engineering, product management, content acquisition, legal, PR, marketing, merchandising, design, and customer service.
- Stays informed about relevant laws, regulations, and industry standards to ensure that the organization remains compliant with applicable requirements. Work closely with legal and compliance teams to address any compliance-related risks.
- Prepares regular reports on content policy initiatives, including key risk indicators, risk trends, and mitigation progress.
- Continuously assesses and enhances the T&S risk management framework and processes to adapt to evolving business needs and industry best practices.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience at a large global company
- Experience developing and implementing of standards, policies and programs or equivalent
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 5+ years of experience working, engaging, and influencing leadership and key stakeholders cross-functionally in various geographical regions and internationally
- Bachelor’s degree in business, operations, public policy or related field, or 4+ years of related professional experience in a related field
PREFERRED QUALIFICATIONS
- Master’s degree or 7+ years of related professional experience
- Experience leveraging technology and implementing lean principles / Six Sigma methodologies to drive process improvements or equivalent
- Experience with digital video streaming and/or customer-facing user interfaces
- Experience in Trust & Safety, content moderation/rating, data labeling, or other compliance fields
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