Job Description:
A strategic operations manager is needed to lead a team of up to 100-120 associates in improving accuracy and maintaining service levels. The ideal candidate will have experience in managing people managers/front-line managers and subject matter experts. They should be able to communicate clearly in the written and oral form, come up with process improvements, and drive business key result areas (KRAs).
The role involves organizing, planning, and prioritizing delivery of production and quality KRAs of the team. The successful candidate will also be responsible for conducting regular reviews with the team, driving overall performance, identifying improvement opportunities, and driving process improvement projects.
This is a mid-level management position that is fully accountable for the results of the reporting teams at the GO-AI center. The ideal candidate will have a proven track record of successfully running large teams from the ground up and handling remote teams.
Required Skills and Qualifications:
* Bachelor's degree or equivalent
* 8+ years of overall experience and 4-5 years of managerial exposure in operations (directly and via vendor management preferably) in non-voice customer service environments
* Track record of successfully running large teams (100+) from the ground up
* Exposure in handling remote teams
* Extensive experience in handling large teams in operations, quality, or training domains in BPO/captive operations
Benefits:
Global Operations - AI (GO-AI) is a part of Amazon Robotics (AR), an organization in Fulfillment Technologies & Robotics (FTR). GO-AI enables computer vision (CV) and machine learning (ML)-based automation by delivering high-quality data to improve AI and ML product lifecycles through near real-time human-in-the-loop (NRT HITL) and offline annotations.
About the Team:
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.
Key Responsibilities:
* Handle in-house operations delivery (VCC)
* Lead a team of up to 100-120 associates supported by team managers (5-6 FLMs)
* Meet other SLAs, KPIs, internal shrinkage, and retention targets
* Conduct regular reviews with the team
* Drive overall performance for the team
* Identify improvement opportunities and drive process improvement projects
Preferred Qualifications:
Our inclusive culture empowers Amazonians to deliver the best results for our customers. We are committed to equal opportunity employment and do not discriminate on the basis of protected veteran status, disability, or other legally protected status.