Description

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

Imagine being part of an agile team, where your ideas have the potential to reach millions. Envision working within a startup atmosphere, while being able to leverage the resources of a Fortune 500 company. Picture working on bleeding-edge consumer applications, where every team member is a critical voice in the decision-making process. Welcome to Amazon Music.

Amazon Music builds new experiences for Amazon Music listeners. We help our customers discover up-and-coming creators, while also having access to their favorite music and podcasts. We build systems that are distributed around the world, spanning our music apps, web player, and voice-forward experiences on mobile and Amazon Echo devices, powered by Alexa. Amazon Music products support our mission of delivering audio entertainment in new and exciting ways that listeners love.

Amazon Music’s 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.

Key job responsibilities

Using Our Trust and Safety Policies and Community Guidelines, you will be responsible for analyzing and reviewing content, user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users (USV) or flagged by the system (ML). This role will own all moderation decisions and drive expedient resolution for critical issues

Basic Qualifications

• Must be Proficient in English in written and verbal communication.

• A passion for entertainment

• 3+ years of experience with MS Excel

• A minimum of 2 years of process 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 Bachelor’s Degree or Higher or 5+ years in Trust and Safety or Executive Escalations

Preferred Qualifications

• Proficiency in second language (German, Hindi, Japanese)

• 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 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 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.