Live Operations Manager, Prime Video Playback Live Operations

Live Operations Manager, Prime Video Playback Live OperationsJoin our team as a Manager II, Support Engineer where you'll lead a passionate team supporting Prime Video's live event operations.You'll manage a team of Live Ops Support Engineers providing production ticket support, engineering development assistance, and monitoring the health of PV's live streaming pipeline.This role offers an enormous opportunity to work across multiple systems, analyzing common issues, and driving teams toward solutions that positively impact customer experience.Your ability to learn quickly and handle multiple overlapping tasks will define your success in this fast-evolving video ecosystem.You'll maintain a high bar for operational excellence while promoting innovation and ensuring appropriate resources are in place to deliver exceptional live event experiences.As an operational leader, you'll implement continuous improvement processes, define success metrics, and recommend strategies that meet quality, performance, and sustainability criteria.Key job responsibilitiesManage day-to-day live event operations team by maintaining high standards of operational excellence and efficiency, including continuous team training and resource optimization.Drive innovation and provide clear, challenging vision while ensuring resources are in place to deliver exceptional live streaming experiences.Define and continuously improve success metrics and perform regular quality reviews to enhance team performance and customer satisfaction.Recruit, manage, and mentor Live Ops Support Engineers while developing their technical capabilities and operational expertise.Recommend and implement strategies and systems that meet quality, performance, and sustainability criteria for live event broadcasting.A day in the lifeYour day begins with reviewing overnight event performance and addressing any critical issues that require immediate attention.You'll lead a morning stand-up with your team to prioritize the day's live events and allocate resources appropriately.Throughout the day, you monitor ongoing live streams, providing guidance during escalations and coordinating with engineering teams when necessary.You balance operational oversight with strategic planning, dedicating time to analyze performance metrics and identify process improvements to enhance efficiency and event quality.About the teamOur primary goal is delivering stellar viewing experiences for customers by broadcasting "disruption-free" live events.When issues arise, we prioritize quick mitigation to restore the customer experience rapidly—these are live events, and speed mattersBeyond daily execution, our team maintains a forward-looking perspective.We plan five quarters ahead to ensure trained teams are ready for all committed events.Our vision involves transitioning to a "manage-by-exception" model that increases capacity and operational excellence through automation, reducing manual tasks and requiring human intervention only for anomalies that can't be automatically addressed.We continuously review our operations to identify opportunities to improve operator efficiency and performance.Basic Qualifications5+ years of technical support experience3+ years of operational experience2+ years of management experienceExperience in requirement gathering and ability to write clear and detailed requirement documentsExperience developing customer relationships and influencing key decision-makersExperience establishing metrics for measurement of engineering and operational excellenceKnowledge of AWS or cloud technologiesExperience with video encoding and streaming media standardsPreferred QualificationsExperience in program or project managementKnowledge of networking fundamentalsExperience scripting in modern programming languages or software developmentOur 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 interviews or onboarding, please visit for more information.If the country or region you're applying in isn't listed, please contact your Recruiting Partner.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-*****-Ljbffr