Content Operations Manager in Lagunilla, Costa Rica


  • Lead and supervise a team of 5 Managers and 40+ Risk Specialists in a direct management line

  • Lead and oversee the global CRM network in an indirect management line.

  • Carry out supervisory responsibilities in accordance with the organization’s policies and procedures and serve as a role model to employees

  • Accountable for setting and meeting team and network operational results

  • Own Standard Operating Procedure development and roll-out, especially related to new process creation

  • Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).

  • Analyze data to identify the root of a problem and solve it (no matter how large or small the scale)

  • Manage workflow, escalations, and effectively delegate across the local and network leadership team.

  • Oversee and influence the creation of staffing plans, schedules, and quality programs

  • Ensure the development of direct and indirect reports as you continue to raise the bar on talent.

  • Be prepared to jump on a call and present to senior leadership at a moment’s notice.

  • This position requires a candidate with the proven ability to drive process improvements and new process creation as well as the ability to keep pace with our growth while motivating others to meet the challenges of an extremely deadline-driven environment.

  • Travel 15-20% of the time

  • Master’s degree in business or related field is preferred; Bachelor’s degree with relevant experience will be considered

  • Demonstrated ability to be successful in a highly fluid, fast-paced and ambiguous environment

  • 10+ years’ experience in Customer Support Operations with progressively increasing responsibility

  • 5+ years of team management experience, including people managers

  • Experience managing a large operations organization (+100 indirect reports)

  • A passion for books and reading

  • A proven ability to hire and develop high-performing managers

  • Exceptional written communication

  • Experience handling urgent escalations and mobilizing a team to resolve

  • A proven ability to identify new areas of opportunity and invent processes to address those opportunities using expertise in disciplines such as business analysis and process engineering and scaling with software/automation

  • Ability to speak to performance metrics (how, when, who).

  • Prior experience in process improvement

  • Project Management experience

  • Comfortable with fast-paced environment and all aspects of change management.

  • Experience leading and motivating a diverse and global workforce

The ideal candidate will have:

  • 5-7 years Management experience in publishing, customer service or similar production environment with a demonstrated history of delivering innovative solutions to operational issues.

  • Experience running and improving large global customer support operations

  • Understanding of Lean and Six Sigma.

  • Understanding of copyrights and the publishing industry.

  • Experience automating a complex process.

  • Experience working in startup and internet technologies.

  • Demonstrated history of developing employees to take on higher levels of responsibility.

  • Fluency in a foreign language such as German, Spanish or French.

  • Understanding of Lean and Six Sigma; Experience automating a complex process.

  • Ability to work with technical and non-technical business owners to get things done; developing functional requirements to create new tools or refine existing ones, with a focus on transaction automation.

  • Ability to construct data-driven analyses of new problem spaces.

  • Ability to develop business cases with policy and/or implementation recommendations to handle new risks, including scaling with software.

  • Strong technical and analytical aptitude, including knowledge of statistical tools and a history of working with engineers to deliver innovative solutions.

  • Strong organizational planning/development and business judgment.

  • Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement

  • A creative and analytical mind that thrives in a data-driven environment

AMZR Req ID: 585083

External Company Name: Amazon

External Company URL: