Global Operations Director

4 days ago


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

As a Senior Operations Manager at Amazon Development Centre (India) Private Limited, you will play a pivotal role in shaping the future of customer shopping experiences worldwide.

We are a dynamic team that enables Amazon to deliver superior CX quality through cutting-edge technology and operational excellence. Our mission is to empower Amazon's LLMs with high-speed Reinforcement Learning from Human Feedback (RLHF) across various categories, leveraging end-to-end data solutions for the LLM lifecycle.

This leadership position operates in emerging technology spaces like AI/ML/LLM, driving improvements in Amazon customer experience (CX) worldwide. If you are passionate about data and operations excellence, keen to learn, agile, and have the ability to influence leadership teams and work with partner teams across time zones, this role is for you.

The estimated salary for this position is ₹30-50 lakhs per annum, depending on location and experience.

Key Job Responsibilities
  • Manage a 150-300 member team, track KPIs, manage individual and team performance expectations and goals.
  • Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals and monitoring real-time service levels.
  • 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.
  • Influence stakeholders to prioritize changes to improve return on investment. Present to senior leadership on key strategies and program performance.
  • Develop, implement, or change processes as necessary to facilitate delivery at scale.
  • Hire and develop top talent and build career development roadmaps for site operations teams.
  • 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 Postgraduate 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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