AI is the most transformational technology of our time capable of tackling some of humanitys most challenging problems. Amazon is investing in generative AI and the responsible development and deployment of large language models (LLMs) across all of our businesses. Come build the future of humantechnology interaction with us. We are seeking an experienced Senior Operations Manager to join our team in Cambridge.
Key job responsibilities
Develop and drive the overall direction coordination service delivery and evaluation of Data Services operations activities
Set the vision direction and culture of their teams by managing individual and team performance expectations and goals monitoring real time service levels and schedule adherence and holding their teams accountable to meet and exceed performance targets
Collaborate with internal partners to build inputfocused operating plans for achievement of key measures
Create a culture where accountability transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice
Develop implement or change processes as necessary to allow ADS to scale at an accelerated pace while managing cost and without impacting customer experience
Implement barraising programs aimed at hiring and developing top talent and build career development roadmap for site operations teams
Inspire front line teams to go beyond the standard call of duty to find creative solutions for our product issues; encourage risktaking and advocacy on behalf of product teams.
Create closedloop feedback processes where data associates are encouraged to be active participants in identifying opportunities for improvements to customer experience workplace conditions and internal tools.
Work with finance & operations leadership team to develop support manage the annual expense budget and build collaborative relationships with partner organizations.
Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of
Foster a work environment that respects and is responsive to the needs of a diverse staff
Achieve sitewide improvements in Operations Quality Productivity Cost Customer experience and People metrics.
Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain and data associate frustration.
Improve the experience of the data associates & managers as measured by improvements in attrition and employee engagement surveys.
Work with Operations Engineering leadership / Engineering managers to clearly articulate feature requirements for associate tool sets user interfaces and business logic for the efficient handling of work volumes.
A day in the life
Senior Ops Manager is accountable for the overall direction and operations of Cambridge site creating a culture of customer obsession high performance and high quality throughput. With operations managers and team managers as direct reports this role enables the achievement of service levels performance & cost goals and successful program implementation.
You work in an everchanging environment where every day brings ambiguously defined problems new challenges and new opportunities. You are able to balance strategic thinking with detailed and solid crossfunctional collaborative resultsoriented work.
This position involves regular communication with senior management on project status and risks. People Management crossteam coordination project management and executive presentation skills are essential.
About the team
We are building the speech and language solutions behind Amazon Echo and other Alexaenabled products and services. ADS mission is to provide highquality labelled data for machine learning (ML) technologies.
Bachelors degree in Engineering Science Supply Chain or Operations related fields
Experience with people management and operations leadership
Experience in a management role in a technical/customer service/data operations environment
Experience of creating and contributing to strategic planning processes
Experience in managing cost center
Experience in leading large teams to high levels of performance
Experience in developing future leaders and creating tailored succession plans
Experience as a project owner / sponsor for strategic step change initiatives and enabling innovative thinking in project teams
Experience working on MS Excel analysing data and presenting to senior management
Masters degree or MBA
Experience in leading speech data operations
Exhibits excellent judgment
Demonstrated passion and obsession for customers while maintaining a lean highly productive operation
Experience hiring and developing great people/leaders
Experience in building a culture of empowerment accountability and continuous improvement
Has relentlessly high standards
Proven ability to think strategically but stay on top of tactical
Expects and requires innovation of her/his team and creates an environment that fosters creative thinking
Excellent verbal and written communication skills across all organizational levels
Proven ability to make and implement decisions
Degree in management or linguistics field desirable
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