Leads a team of operations managers, program managers, and associated ops within a business-strategy context, building operational strategies that remove roadblocks, handle exceptions, and improve efficiencies
Establishes process requirements, drives prioritization, and manages implementation across multiple teams
Is resourceful, analytical, and team-oriented, with strong communication and business skills and the ability to build stakeholder relationships that drive scalable, effective solutions
Thrives in a fast-paced environment owning business operations metrics, with a proven track record of end-to-end ownership and delivering results in dynamic situations
Handles ambiguity comfortably, decides swiftly, and is passionate about finding root causes and trends independently
Operates and influences without authority in a cross-functional environment, advocating for customers and identifying experience-improvement opportunities using data, defect information, and verbatims
Builds structured governance models that drive people, process, and improvement to optimize customer experience end-to-end
Drives program objectives: shapes strategies, defines project plans, manages implementation, and develops processes, documentation, and communications for rollout and ongoing support
A day in the life
You will lead the team with a focus on continuous improvement. You will apply strong people and project management skills, conducting in-depth analyses, thinking big, and identifying game-changing opportunities. You will be expected to deliver scalable, flexible solutions built on technology such as AI, while maintaining strong focus on people, customers, and business partners. You will work with internal and external stakeholders to identify, define, and specify solutions that meet our customers' needs. You will demonstrate execution in a dynamic operational environment and lead at both strategic and tactical levels by diving deep into metrics.
About the team
Content Programs runs selection, quality, and content integrity across the Books org, spanning print and digital formats worldwide. Defects, selection gaps, and inconsistent content experiences erode customer trust and cost the business at scale, yet much of this work still depends on manual, human-intensive processes. The org runs programs to detect and prevent defects across print-on-demand and digital books, improve digital book selection across regions, and support key customer-facing feature launches through its Human-in-the-Loop (HITL) program. It also leads the digital comic business for Books (Comixology).
5+ years of cross functional project delivery experience
5+ years of program or project management experience
5+ years of working cross functionally with tech and non-tech teams experience
Experience defining program requirements and using data and metrics to determine improvements
Experience managing teams
Experience managing, analyzing and communicating results to senior leadership
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