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Senior Operations Manager, OPTIMA
2 months ago
We at OPTIMA enable Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. We enable shopping feature teams deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10 different languages
We are hiring a leader for our operations team which operates in emerging technology space like AI/ML/LLM and plays a key role in improving Amazon customer experience (CX) worldwide. If you are customer obsessed, passionate about data and operations excellence, keen to learn, agile, have ability to influence leadership teams and like working with partner teams across time zones then this role is for you.
Key job responsibilities
1. Manage a 150-300 member team, Track KPIs, managing individual and team performance expectations and goals.
2. Set the vision, direction and culture of the team by managing individual and team performance expectations and goals and monitoring real time service levels.
3. Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures and drive measurable improvements in areas that could improve the customer experience.
4. Influence stakeholders to prioritize changes to improve return on investment. Present to senior leadership on key strategies and program performance.
5. Develop, implement, or change processes as necessary to facilitate delivery at scale
6. Hire and develop top talent and build career development road-map for site operations teams
7. Develop and drive site-wide improvements in operations, quality, productivity, customer experience and people metrics.
BASIC QUALIFICATIONS
- Bachelor's Degree
- Previous experience of managing a large team
- Experience analyzing data and best practices to assess performance drivers
- Experience influencing internal and external stakeholders
- Excellent written and verbal communication skills
- Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.
PREFERRED QUALIFICATIONS
- Experience in AI/ML/LLM Operations
- MBA or Post graduate Diploma
- Experience of managing a 100+ person team
- Certified or trained in Lean Six Sigma methodology
- Experience in data analysis, either through professional experience or educational qualification
- 9 years successful experience in Operations Management
