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 org that supports operations for our Audible global content business partners, the individual will manage process and program goals supporting tasks related to Audible catalog content such as perform quality checks on audiobooks, images, proofread and edit metadata of the book and descriptions before publishing it to 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 goals and meet SLA expectations.
- Manage multiple processes, to achieving 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).
We are open to hiring candidates to work out of one of the following locations:
Chennai, TN, IND
- 6+ years experience in program or account management
- Experience analyzing key open issues and resolution metrics for each of the managed accounts
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