Operations Director, Shopping Experience Enhancement

3 weeks ago


Gurgaon, Haryana, India ADCI - Haryana - D50 Full time

About the Role

We are seeking an exceptional Operations Manager to lead our Alexa Shopping Operations team at ADCI in Haryana, D50. This role will be responsible for providing overall management for a large operations team, playing a critical role in enhancing the Alexa shopping experience for customers worldwide.

Key Responsibilities

The Operations Manager will:

  • Collaborate with global stakeholders to transition processes and ensure ongoing execution.
  • Own and drive operational and business goals/metrics for the team.
  • Manage a team of Managers and ensure high service delivery and execution.
  • Manage the organization structure, aligning 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 reinforce a culture of quality and innovation.
  • Own the budgeting for the team.
  • Drive continuous focus on process excellence and automation, providing inputs for technology roadmap projects to improve process efficiency, quality, and end-customer impact.
  • Set high hiring and performance bars, drive performance management strategy, create 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

Our OPTIMA team is a global unit that empowers 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 operational excellence. We enable shopping feature teams to deliver superior CX quality by providing them with 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.

Basic Qualifications

  • A Bachelor's Degree with 8+ years of operations management experience and at least 3+ years of experience 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 & 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

  • An 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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