Amazon - Manager - Operations - Global Operations/Artificial Intelligence (12-20 yrs)

Manager III, Operations - Global Operations, Artificial Intelligence

- 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:

- 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