Operations Director, Global Shopping Experience
7 days ago
Operations Manager Role Overview
We are seeking a skilled Operations Manager to lead our Alexa Shopping Operations team. This individual will be responsible for managing a large operations team that plays a critical role in enhancing the Alexa shopping experience for customers.
Key Responsibilities
- Collaborate with global stakeholders to transition processes and maintain them on an ongoing basis.
- Own and drive operational and business goals/metrics for the team.
- Manage a team of managers to ensure high service delivery and execution.
- Manage the organization structure, aligning it with the scope of work, skill requirements, and budget.
- Own end-to-end service delivery and planning, including infrastructure, staffing models, resource hiring, and optimizing utilization.
- Establish measurement, reporting, and delivery management processes for effective accomplishment of team goals.
- Establish and drive business communication and reviews with senior stakeholders.
- Set a high-quality bar and continuously reinforce a culture of quality and innovation.
- Own the budgeting for the team.
- Drive continuous focus on process excellence and automation. Provide inputs for technology roadmap for tool-development projects to improve process efficiency, quality, and end-customer impact.
- Set high hiring and performance bars, and drive performance management strategy, creating mechanisms to measure and benchmark talent at various levels in the function, identify top talent, and create a leadership pipeline for self and all levels in the team.
About the Team
OPTIMA is a global team that enables 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 to deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML models and handle annotation and Root Cause Analysis (RCA) across 10 different languages.
Requirements
- A Bachelor's Degree with 8+ years of operations management experience and at least 3+ years in managing people managers. Experienced in managing large operations teams.
- A strong, self-driven leader with demonstrated ability to proactively drive, manage, and grow an operations team.
- Excellent communication (written and oral) skills and detail-oriented.
- Comfortable working in a fast-paced, ambiguous, highly collaborative, dynamic work environment.
- Proven ability to manage multiple, competing priorities simultaneously.
Preferred Qualifications
- MBA from a premier management institute.
- Six Sigma green or black belt certified.
- Operations experience in the e-commerce industry.
- Experience in translating business needs into detailed feature requirements.
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