Job Description
Amazon MGM Studios Technology is looking for an experienced support leader to own and elevate technical support across the global Studios organization. As the leader of our Technology Operations & Support (TOPS) team, you will be responsible for the strategy, execution, and continuous improvement of the service delivery processes that keep Studios productions running - leading a global, follow-the-sun team of support managers and engineers across multiple regions.
You will set the operational vision for the support organization, own the metrics that define its health, manage and develop a team of support leaders and engineers, and partner directly with software developers, executives, vendors, and cross-functional technology teams to deliver a best-in-class support experience at scale.
Prime Video is a first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports - including Amazon MGM Studios-produced series and movies; licensed fan favorites; and programming from Prime Video add-on subscriptions such as Apple TV+, Max, Crunchyroll and MGM+. All customers, regardless of whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store, and can enjoy even more content for free with ads.
Are you interested in shaping the future of entertainment? Prime Video"s technology teams are creating best-in-class digital video experiences.
As a Prime Video technology leader, you"ll have end-to-end ownership of the support organization, its people, and the service delivery outcomes required to keep global Studios productions moving. You"ll get to work on problems that are fast-paced, high-visibility, and varied - building and mentoring the team, raising the operational bar, and collaborating with remarkable people. We"ll look for you to bring your diverse perspectives, ideas, and leadership to make Prime Video even better for our customers.
Key job responsibilities
Lead, manage, and develop a global support organization - including support managers/leads and their engineering teams - across a 24/7, follow-the-sun coverage model spanning multiple regions.
Own the strategy and execution of key service delivery processes across the content production lifecycle and the global Studios organization.
Own the operational health metrics of the support org (ticket throughput, resolution time, CSAT, gearing/staffing ratios) and drive continuous improvement against them.
Serve as the senior escalation point and the face of support to Studios production personnel and studio executives at all levels.
Set hiring, onboarding, and career-development strategy for the team; build bench strength and grow the next generation of support leaders.
Partner with software development, security, infrastructure, vendors, and other technology teams on enterprise cross-functional initiatives and automation.
Drive operational excellence: root cause analysis, problem management, incident response, and process/documentation standards across the org.
A day in the life
You lead the team that drives the execution and improvement of technical support throughout the content production lifecycle and the global Studios organization. You"ll spend your time developing your managers and engineers, reviewing operational metrics and unblocking the queue, owning executive escalations, partnering with cross-functional stakeholders, and setting the strategy that scales support as production volume grows. You balance day-to-day operational ownership with the longer-term investments - staffing, automation, and process - that keep the organization healthy.
About the team
Our TechOps & Support teams support Studios production personnel (cast and crew) and Studios business teams (content development, software engineering, content programming, and marketing). We operate a global, follow-the-sun support model and regularly collaborate with production personnel and studio executives at all levels.
Numbers & Facts
| Location | Tempe, AZ |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles