Operations Manager II

4 weeks ago

Hyderabad, Telangana, India ADCI HYD 16 SEZ Full time

About the Role

The Manager II of Operations and AI will be responsible for managing a team and facilitating the flow of information across multiple stakeholders to resolve any potential issues that impact customer experience and business continuity.

Key Responsibilities

  • Manage a team of 5-6 Front line managers (L4) and 100-120 Associates.
  • Work with stakeholders across the globe to transition processes and run them on an ongoing basis.
  • Own and drive operational and business goals/metrics for the team owned.
  • Manage the team of Managers and ensure high service delivery and execution.
  • Manage the organization structure, and continuously look to align with scope of work, skill requirement, and budget.
  • Own end-to-end service delivery and planning, which includes infrastructure, staffing models, resource hiring, and optimizing utilization.
  • Establish measurement, reporting, and delivery management processes for effective accomplishment of team goals.
  • Establish & drive business communication and reviews with senior stakeholders.
  • Set a high quality bar and continuously reinforce a culture of quality and innovation.
  • 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 bar, and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team.

About the Team

The Global Operations - AI (GO-AI) team handles exceptions remotely in the Amazon Robotic Fulfillment Centers Globally. GO-AI seeks to complement automated vision based decision-making technologies by providing remote human support for the subset of tasks which require higher cognitive ability and cannot be processed through automated decision making with high confidence. This team provides end-to-end solutions through inbuilt competencies of Operations and strong central specialized teams to deliver programs at Amazon scale.

Basic Qualifications

  • A Bachelor's Degree with 8+ operations management experience with at least 3+ years in managing people managers.
  • 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 environment.

Preferred Qualifications

  • Experience in managing critical operational processes, with SLA responsibility.
  • Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets.
  • Experience gathering and analyzing large amounts of data and delivering business improvements.
  • Knowledge of lean six sigma tools / Green belt certified.

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