Description We are seeking an experienced, collaborative and enthusiastic person for the position of Program Manager - Podcast Operations. This is a full-time position in Amazon Music’s spoken word-focused team. It is a cross-functional role that requires both a process-driven, operational mindset, keen attention to detail, as well as technological skill and aptitude. The ideal candidate will be self-driven and have a combination of experience and attitude that will help them thrive in a fast-paced, results-driven environment built around a strong, innovative culture. This role is full of opportunities to champion optimizations and support content providers in the podcast and spoken word industry. Key job responsibilities • Collaborate with the Podcaster Relations team to onboard, educate, and support podcasters who distribute their content to Amazon Music’s catalog and sister services (Audible, Alexa, etc.). • Establish goals, plans and related metrics, track progress, create SOPs, and operate through obstacles to achieve program objectives. • Provide premium assistance for our podcast partners in managing their content on Amazon Music. • Support third-party podcaster inquiries, track customer satisfaction metrics, and improve podcaster help-desk procedures. • Collaborate with the Amazon Music for Podcasters Product team and report podcaster feedback that drives improvements to the overall product. • Prioritize improvements to internal tools and CMS via inputs from cross-functional stakeholders and maintaining tool manuals. This includes working with Product and Development teams to improve how podcast content is ingested and vended on the service. • Manage and execute catalog maintenance projects, such as bulk reviews and updates. • Work closely with podcast Hosting Providers to ensure podcasters have a frustration-free experience distributing their content on Amazon Music. • Work with partner Amazon service teams to set expectations, educate, and ensure Amazon Music’s content operations align with their product and business objectives. • Uphold our Content Policy by reviewing and responding to content escalations. • Collaborate with International Podcast Managers to share operations resources and collect local inputs as required. • Prepare strategic recommendations, roadmaps, and program updates to senior management for the organization. • Support additional enrichment efforts for spoken word content within our catalog. About the team The Digital Music Catalog and Selection Excellence (CASE) team is responsible for generating content for Amazon’s various digital audio services. Our goal is to build metadata, technologies and processes that create distinctive products for our customers. We want to help our customers discover up-and-coming artists & podcasts, while also having access to their favorite established musicians & podcasters. We build systems that are distributed on a large scale, spanning our music apps, web player, and voice-forward audio engagement on mobile and Amazon Echo devices. Amazon Music offerings are available in countries around the world, and our applications support our mission of delivering music & spoken word to customers in new and exciting ways that enhance their day-to-day lives. Everyone on our team has a meaningful impact on product features, new directions in audio streaming, and customer engagement. Come join us as we make history by launching exciting new projects in the coming year. If you are a music, podcast, or audio book expert and want to be a part of the digital audio revolution – this is the place to start! Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale. Learn more at https://www.amazon.com/music. Basic Qualifications - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams 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 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.