Program Manager, Prime Video Playback Operations Operational Excellence
The Prime Video Live Operations team is seeking a Program Manager to support operational excellence initiatives for live events and linear channels on Prime Video (including Thursday Night Football, English Premier League, MLB.TV, and more). This role will focus on implementing processes to track, analyze, and improve the quality of our live streaming experiences. You will gather and analyze data on customer-impacting defects, support root cause investigations, and help implement corrective actions across multiple teams. This position is based in Seattle, WA.
Key job responsibilities
Operational Excellence Support
Support and conduct OE Weekly Business Reviews to provide visibility into defects originating from live/linear events across Prime Video teams
Implement and execute Root Cause Analysis processes in partnership with team leads within Prime Video
Coordinate with external partners to ensure their service levels consistently meet Amazon's high bar
Create analytical reports to effectively communicate status, risks, and improvements to leadership
Program Management and Execution
Implement processes to support the growth of live events and linear channel offerings
Collaborate with multiple teams on parallel work streams to achieve operational goals
Monitor and report issues during major events, including premier sports programming like NFL, EPL, MLB, NBA, and Roland Garros
Support business review meetings with relevant partners both internally and externally
Execute against established program requirements while maintaining high standards for customers
Process Improvement
Implement repeatable processes and support automation or standardization to increase operational efficiency
Gather and analyze data from disparate sources to identify opportunities for improvement across the content delivery pipeline
Support process improvements that streamline operations and eliminate redundancies
Maintain documentation of processes, best practices, and lessons learned
A day in the life
As an Operational Excellence Program Manager on the Playback Operations team, your day begins by reviewing the latest metrics from overnight live events and channels across global markets. You identify any critical defects that impacted customer experience and coordinate with engineering teams to ensure proper documentation and tracking. By mid-morning, you're supporting a root cause analysis session with cross-functional stakeholders to investigate a buffering issue that affected last night's major sports broadcast. You're skilled at analyzing technical data while facilitating a conversation that keeps everyone focused on solutions rather than blaming them.
After lunch, you prepare analytical reports for the upcoming OE Weekly Business Review, transforming complex operational data into clear, actionable insights that will support decision-making across teams. Throughout the day, you're implementing and refining tracking mechanisms to better capture patterns across similar events, enabling more proactive problem-solving. As the day winds down, you help prepare materials for leadership on the status of critical corrective actions implemented after last month's major sporting event, clearly documenting progress, remaining risks, and next steps. You leave for the day knowing your work directly contributes to a stellar streaming experience for millions of customers worldwide.
About the team
The primary goal of Playback Operations is to deliver a stellar streaming experience across all live events and live linear channels to Prime Video customers worldwide. Through continuous monitoring, measurement, and improvement, we ensure customers can view all live content at the highest resolution their bandwidth allows. Our Operational Excellence (OE) culture is built on rigorous defect tracking, thorough root cause analysis, and systematic implementation of corrective actions. We play a critical role in enabling Prime Video to become THE global entertainment destination.
The Operational Excellence team supports this mission through data-driven quality assurance and process optimization. We track and measure performance metrics, identify patterns in customer-impacting issues, and implement standardized procedures that enhance reliability. By providing internal and external stakeholders with clear metrics, actionable insights, and effective monitoring processes, we continuously improve the quality and consistency of our live streaming experiences.
Prime Video is a first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports – including Amazon MGM Studios-produced series and movies; licensed fan favorites; and programming from Prime Video add-on subscriptions such as Apple TV+, Max, Crunchyroll and MGM+. All customers, regardless of whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store, and can enjoy even more content for free with ads.
Are you interested in shaping the future of entertainment? Do you want to invent, disrupt and redefine what entertainment means for fans, creators, and communities all around the globe?
As part of the Prime Video team, you’ll get to work on projects that are fast-paced, challenging, and varied. Also, you’ll get to experiment with new possibilities, take risks, and collaborate with remarkable people.
We’ll look for you to bring your diverse perspectives, ideas, and skill-sets to make Prime Video even better for our customers. With global opportunities for talented creatives, technologists, marketing professionals and so much more, you can decide where a career with Prime Video takes you!