Senior Operations Manager

4 weeks ago


Bengaluru, Karnataka, India Amazon Development Centre (India) Private Limited - A66 Full time
Senior Operations Manager

We are seeking a highly skilled Senior Operations Manager to join our team at Amazon Development Centre (India) Private Limited - A66. As a key member of our operations team, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.

About the Role

The OPTIMA team is responsible for empowering Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We enable shopping feature teams to 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.

Key Responsibilities

  1. Manage a 150-300 member team, track KPIs, and manage 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


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