Manager II

Manager II - ML Data operations, (GO-AI)

Want to join the Earth's most customer centric company? Are you someone who likes to design the right workforce strategy to meet long-term process targets? Do you like to develop the talent to create a high performing team? If yes, we have opportunities for you. Global Operations - AI (GO-AI) at Amazon is looking to hire candidates who can excel in a fast-paced dynamic environment.

Manager-II, Operations, is responsible for managing a team and facilitating flow of information across multiple stakeholders to resolve any potential issues that impact customer experience/business continuity.

About the team:

Global Operations-Artificial Intelligence (GO-AI) is a part of Amazon Robotics (AR), an org in Fulfillment Technologies & Robotics (FTR). GO-AI enables Computer Vision (CV) and ML based automation by delivering high quality data to improve AI and Machine Learning (ML) product lifecycle through near real-time human-in-the-loop (NRT HITL) and offline annotations.

Purview of a Manager II, Operations, GO-AI

Manager-II, Operations is responsible for managing a team and resolving any potential issues that impact business continuity. The job involves organizing, planning, and prioritizing delivery of production and quality KRAs of the team. The candidate should have experience in managing people managers/front line managers and Subject matter experts. He/She should be able to communicate clearly in written and oral form. Candidates should be able to come up with process improvements and drive business KRAs.

Key job responsibilities

1. Handle the in-house Operations delivery (BnM, VC). You will lead a team of up to 100-120 associates supported by Team managers (5-6 FLMs) to improve accuracy and maintain service levels, this will also include meeting other SLAs, KPIs, internal Shrinkage, and retention targets.
2. This is a mid-level management position that is fully accountable for the results of the reporting teams at the GOAI center.
3. Responsible for conducting regular reviews with the team.
4. Drive overall performance for the team.
5. Identify improvement opportunities and drive process improvement projects.
6. Establish governance structure for day-to-day operations.
7. Enhance adherence to compliance guidelines as required and dedicated by the Program.
8. Regular touch base meetings with internal stakeholders and different departments.
9. Should be open to travel (domestic & overseas) as and when required.
10. Responsible for performance management as well as annual appraisals for the team.
11. Be a key leader at the forefront for key projects for the program.

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent.
• 8+ years of overall experience and 4-5 years of managerial exposure in Operations (directly & via vendor management preferably) in Non-voice, Customer Service Environment.
• Track record of successfully running large teams (100+) from the ground up.
• Exposure in handling remote team/teams is a must.
• Should have extensive experience in handling large teams in Operations, Quality or Training domains in BPO/Captive Operations.
• Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.
• Demonstrated familiarity with general principles of workflow in a voice/non-voice environment.
• Should have handled both domestic and international operations with experience in handling remote teams.
• Entrepreneurial mindset with exposure in running independent operations will be an advantage.
• An analytical mind and should be able to perform Analysis of key process indicators to identify opportunities for process improvement and implement action plans.
• Ability to communicate with Sr Leaders @organization.
• Clear leadership capability – responsible for operations, you should be able to set clear goals, inspire confidence, prioritize tasks, align resources, and establish an upbeat motivated culture.
• Show creativity, experimentation, and innovation and drive projects with urgency in fast-paced environment.
• Strong oral and written communication skills.

PREFERRED QUALIFICATIONS

We are looking for candidates who can join work from Pune - Onsite.

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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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