Risk Ops, Amazon Music, Risk Operations, Amazon Music Trust and Safety

Description

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. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale.

Imagine shaping how millions of customers discover and engage with digital music and audio, leveraging the resources of a Fortune-500 company within the atmosphere of a start-up. Love collaborating with a wide range of internal and external partners to drive successful partnerships? If so, come and build the future of music and audio with us.

Want to help build the future of music and audio entertainment?

Amazon Musics Trust and Safety team 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.

This person will be 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.

Basic Qualifications

• Proficiency in English and German in written and verbal communication. C1+
• A passion for entertainment
• Experience with MS Excel
• Experience in risk management, entertainment, customer service or similar production environment
• 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
• Educational qualification of Bachelors Degree or equivalent.

Preferred Qualifications

• Exceptional level of organization and attention to detail
• Experience using SQL/Intercom and Airtable
• Comfortable handling a high volume of work on a daily basis
• 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 an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Company - Amazon Commercial Services (South Africa) (Pty) Ltd

Job ID: A2683462