AI is the most transformational technology of our time, capable of tackling some of humanity’s 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 human-technology interaction with us. We are seeking an experienced Operations Manager to join our team in London.
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 input-focused 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 bar-raising programs aimed at hiring and developing top talent and build career development road-map 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 risk-taking and advocacy on behalf of product teams.
- Create closed-loop 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 site-wide 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 Ops Manager is accountable for the overall direction and operations of London site, creating a culture of customer obsession, high performance and high quality throughput. With team managers as direct reports this role enables the achievement of service levels, performance & cost goals and successful program implementation. You work in an ever-changing environment where every day brings ambiguously defined problems, new challenges and new opportunities. You are able to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work. This position involves regular communication with senior management on project status and risks. People Management, cross-team 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 Alexa-enabled products and services. ADS’ mission is to provide high-quality labelled data for AI/ML technologies.
Basic Qualifications
- Bachelor's degree in Operations, Supply Chain Management, Engineering, or another technical field
- Experience in people management
- 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
Preferred Qualifications
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience hiring and growing top talent
- Master's degree
- Experience in leading speech data operations
- Demonstrated passion and obsession for customers while maintaining a lean, highly productive operation
- 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 execution
- 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
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.