Job Information
Amazon Manager III, Operations, Global Operations - Artificial Intelligence in Bangalore, India
Description
GO-AI is a data labeling service provider of near real-time Human in the loop (NRT HITL) support. NRT HITL allows Amazon to 1) deploy minimal viable products (MVP) and realize their financial benefits early. 2) Embeds a low-friction exception handling mechanism to effectively mitigate the impact of less-than perfect AI-based automation. 3) Enables a channel of continuous learning to improve the performance of deployed technology.
A GO-AI Site Leader provides strategic leadership, set the vision, direction, and culture to create a high performance organization. The individual is responsible to lead the Site in planning all business, operational activities, managing site operating expenses and budget.
Key job responsibilities
Handle the in-house Operations delivery (BnM, VC). You will lead a team of up to 300- 400 associates supported by Team managers to improve accuracy and maintain service levels, this will also include meeting other SLAs, KPIs, internal Shrinkage and retention targets
This is a senior-level management position that is fully accountable for the results of the reporting teams at the GOAI center.
Responsible for conducting regular reviews with the team
Drive overall performance for the site
Identify improvement opportunities and driving process improvement projects
Establishing governance structure for day-to-day operations
Enhance adherence to compliance guidelines as required and dedicated by the Program
Regular touch base meetings with internal stakeholders and different departments
Should be open to travel (domestic & overseas) as and when required
Responsible for performance management as well as annual appraisals for the team
Be a key leader at the forefront for key projects for the program
Basic Qualifications
•Bachelor’s degree or equivalent
•12+ years of overall experience and 8-10 years of managerial exposure in Operations (directly & via vendor management preferably) in Non-voice, Customer Service Environment.
•Track record of successfully building and scaling high-performing teams from the ground up
•Exposure in handling remote team/teams is a must.
•Exposure into robust hiring processes, including sourcing, interviewing, and selection will be an added advantage
•Should have extensive experience in handling large Operations (large teams, 250+) in BPO/ Captive Operations/ Third party
• Should be open for 24x7 operations.
• 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
• 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 in the organization
• Clear leadership capability – As a leader responsible for operations, you should be able to set clear goals, inspire confidence, prioritize tasks, align resources, and establish an upbeat motivated culture
• Strong oral and written communication skills.
Preferred Qualifications
Entrepreneurial mindset with exposure in running independent operations will be an advantage