Risk Ops Specialist, Amp

Job Description

Job summary
Want to build the future of live audio? Join Amazon's newest mobile app, Amp, where anyone can host live radio shows with the music they love. Currently in beta in the US, Amp's evolving how people discover and share music. Create a show, call-in, or bop along to some tunes – no subscription, additional hardware, or editing needed.

As part of an agile team, you will be working in a startup atmosphere while being able to leverage the resources of a Fortune-500 company. Amp is on the bleeding-edge of consumer-facing products, where every team member is a critical voice in the decision-making process. We build systems that will be distributed around the world, spanning mobile apps and voice-forward experiences on Amazon Echo devices, powered by Alexa. Amp products support our mission of delivering audio entertainment in new and exciting ways that creators and listeners will love.

Amp is looking for RiskOps Specialists to moderate Trust and Safety issues for emerging audio products. You will work with a cross-functional team that includes Product, PR, Engineering and executive leadership. This role will own all moderation decisions and drive expedient resolution for critical issues.

The successful candidate will be expected to have high judgment and enjoy working in an ambiguous space. This person will evaluate user complaints with regards to violations which includes but are not limited to subjects such as copyright violations, hate speech, harassment. They will drive root cause analysis (RCA) for critical issues and Leverage technology and innovation to bring continuous improvement to the operational processes. They will effectively prioritize work time to ensure productivity and satisfy team standards for time spent in order to consistently achieve service levels. They will be a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment, and able to think big while paying careful attention to detail. The ideal candidate will be metrics-driven with strong ownership and focus, with ability to prioritize effectively, and communicate clearly and persuasively. They will assist in creating and redefining Standard Operational Procedures (SOP). The right candidate will be willing to review and evaluate content that may be considered religiously sensitive, politically extreme or otherwise controversial or offensive. They will serve as a role model by displaying a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.

Come make history, as we launch new projects for millions of listeners.

Key job responsibilities
• Access a queue of violation reports, and use SOP's and internal tools to review content and make a decision as to whether it violates guideline
• Ability to prioritize work effectively; strong time management and multitasking skills;
• Contribute to process improvements initiatives to optimize for cost, quality, and speed
• Assist in drafting new SOP's or updating existing SOP's
• Work on other policy related projects (help craft new policies, review social media trends, audit content for violations
• Achievement of weekly productivity and quality targets

BASIC QUALIFICATIONS
• A minimum of 2 years of process experience in digital risk management, entertainment, customer service or similar production environment
• Must be fluent in English and Arabic in both written and verbal communication
• 3+ years of professional experience with MS Excel
• Strong trend and data analysis skills (using excel and similar software) with the ability to notice patterns in data for the purpose of driving decision making
• Experience in process improvement and troubleshooting
• Good project management skills
• Ability to think creatively and possess strong analytical and problem-solving skills
• Ability to drive and document new processes and simplify existing processes
• Ability to drive root cause analysis and identify corrective actions on escalations
• A passion for entertainment

PREFERRED QUALIFICATIONS
• Educational qualification of Bachelor's Degree or higher or equivalent experience
• Proficiency in additional language (Spanish, German, French, Portuguese, Italian, Japanese)
• Exceptional level of organization and attention to detail
• Experience using SQL/Intercom and Air table
• Comfortable handling a high volume of work on a daily basis
• Strong personal integrity
• Strong technical and analytical aptitude, including some knowledge of statistics
• Must be able to think creatively and possess strong analytical and problem solving skills
• Experience in digital media and knowledge of the publishing industry is a plus

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.

Jobcode: Reference SBJ-rojy33-3-149-239-110-42 in your application.