Sr. Digital Content Lead, FireTV

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 team that supports FireTV operations, the individual will be responsible for managing process and program goals. This will involve tasks related to the FireTV catalog content such as: a) Fixing metadata, b) Performing quality checks on content and c) Conducting app testing to provide best in-class experience for our customers.

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 program and technical teams to build and improve processes, tools and technology - to support the process.
- Oversee the change management needs required by program, in conjunction with supporting teams in communications, training, and content management.
- Define, measure and present operational metrics to senior leadership.
- Responsible for capacity planning for existing process, and forecast HC requirement for new processes that are onboarded along with hiring support.

Complexity of work:
- Responsible to drive KPI goals and meet SLA expectations.
- Manage multiple processes, achieve program level goals across all of them, irrespective of external dependencies.
- Provide inputs for operational planning.
- Drive process improvements and meet OP targets.

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). Bachelor s or equivalent Degree.
6+ years experience in Account Consultant role.