Live Operations Manager, Prime Video Playback Live Operations

Amazon; Pisa; In loco; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading technology company in Pisa is seeking a Live Operations Manager to lead a team supporting live event operations for Prime Video. This role involves managing a dedicated team, driving innovation, and implementing strategies for operational excellence. The ideal candidate will have significant technical and operational experience, along with strong management skills. You will be responsible for mentoring engineers, enhancing performance metrics, and ensuring exceptional customer experiences during live streams. Join a forward-thinking team dedicated to delivering outstanding live events.

Competenze

• 5+ years of technical support experience.
• 3+ years of operational experience.
• 2+ years of management experience.
• Experience in requirement gathering and documentation.
• Established metrics for engineering and operational excellence.

Mansioni

• Manage live event operations with high standards of excellence.
• Drive innovation and optimal resource allocation for events.
• Define and improve success metrics to enhance performance.
• Recruit and mentor Live Ops Support Engineers.
• Implement strategies to meet quality and sustainability criteria.

Conoscenze

Technical support experience

Operational experience

Management experience

Video encoding knowledge

Strumenti

AWS

Cloud technologies

Descrizione del lavoro

Live Operations Manager, Prime Video Playback Live Operations

Join 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 responsibilities

• Manage the day-to-day live event operations team by maintaining high standards of operational excellence and efficiency, including implementing continuous team training and optimizing resource management
• Drive innovation and provide clear, challenging vision while ensuring appropriate 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 life

Your 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'll monitor ongoing live streams, providing guidance during escalations and coordinating with engineering teams when necessary. You'll balance operational oversight with strategic planning, dedicating time to analyze performance metrics and identify process improvements to enhance efficiency and event quality.

About the team

Our 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 matters! Beyond 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 Qualifications

• 5+ years of technical support experience
• 3+ years of operational experience
• 2+ years of management experience
• Experience in requirement gathering and ability to write clear and detailed requirement document
• Experience developing customer relationships and influencing key decision‑makers
• Experience establishing metrics for measurement of engineering and operational excellence
• Knowledge of AWS or cloud technologies
• Do you have experience with video encoding and streaming media standards?

Preferred Qualifications

• Experience in program or project management
• Knowledge of networking fundamentals
• Experience scripting in modern programming languages, or experience in software development

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Posted: October 20, 2025 (Updated 1 day ago)

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