Description Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and more. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? We are seeking an innovative Program Manager to support the Prime Video Trust & Safety Operations team to protect customers and demonstrate high judgement on account enforcement. Prime Video Trust & Safety programs aim to enable a globally trusted customer experience by ensuring that Prime Video (PV) provides content customers love and trust and accurate, meaningful and complete information to empowering customers to make informed viewing choices for themselves and their children. We are looking for a highly motivated Program Manager to help protect our customers against content-related risks, and drive projects to improve efficiency. This Program Manager will be expected to handle day-to-day issues, but will also be expected to strategize on longer-term, program-wide initiatives. A primary area of ownership will be managing the Grievance Redressal System (GRS) for video content in India and Australia, ensuring timely and compliant responses to customer and regulatory grievances. The ideal candidate is: Someone with a critical, yet empathetic mindset who can make high judgement decisions. Independent and embraces ownership and accountability. A customer obsessed problem solver who can effectively prioritize work. Key job responsibilities Serve as the primary owner of the Grievance Redressal System (GRS) for video content in India and Australia, managing end-to-end grievance workflows, ensuring regulatory compliance, and maintaining response SLAs. Conduct manual reviews of global content policy compliance operations. Make high judgement decisions on compliance actions. Drive projects that improve support-related functions and processes, prioritizing ways to leverage technology and automate. Develop and maintain standard operating procedures by effectively collaborating with stakeholders including Policy, Operations and Program teams. Document comprehensive content investigations reports. Help drive critical decisions by analyzing data and surfacing insights to improve efficiency. Participate in ad-hoc projects/assignments as necessary. Develop subject matter expertise in industry best practice. Basic Qualifications - 3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Bachelor's degree - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements Preferred Qualifications - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.