Amazon’s Offensive Content and Privacy (OCP) team’s vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon’s digital and device ecosystem. The OCP team is looking for an experienced People Manager who is passionate about delivering exceptional customer experiences, both proactively and reactively, to prevent and/or recover a suboptimal experience. On a regular basis, the role involves collaboration with our Legal, Public Relations, Content, and Business teams for input solving customer issues both in direct customer interactions and continuous improvement projects along being involved in sensitive and confidential Alexa cases.

We’re looking for a tenured people manager to support a team of specialists who triage, investigate and help resolve privacy issues and reports of offensive content on Amazon’s devices and digital services.

The ideal candidate will have great people skills, experience working with others around the globe (both virtually and in-person), and be willing and able to ‘roll their sleeves up’ and dive into problems when needed.

Key job responsibilities
• Support, mentor, and develop a team of specialists, including conducting regular 1-1s
• Hire, onboard, and train new team members; provide performance coaching as needed
• Monitor team metrics; suggest and drive improvements needed to achieve team goals and raise the performance bar
• Identify trends, themes, emergent topics and insights using team metrics and deep dives into case data
• Partner with program managers and team leadership to create training, new process, or develop guidance to address emerging events or privacy trends
• Audit cases for process and procedural adherence to create a closed loop for feedback and improvement opportunities
• Support partner teams like PR, Legal, CS Ops, D2AS ECR, and the Alexa Org by advising on CS capabilities and policies
• Support and drive diversity and inclusion initiatives through hiring, training and everyday work
• Work autonomously on tactical efforts focused on achieving the program’s long-term strategic goals

A day in the life
This role will spend significant time as a people manager, supporting team members, and addressing emerging privacy issues by working with PR, Legal, Program management teams and others. Up to 25% of this role’s time will be spent driving team initiatives or working with cross-functional teams.