Amazon - Manager - Machine Learning Data Operations (4-7 yrs)

Manager I - Machine Learning Data Operations - Pune

Want to join the Earth's most customer centric company? Are you someone who like to design the right workforce strategy to meet long-term process targets? Do you like to develop the talent to create a high performing team? If yes, we have opportunities for you.

Global Operations - AI (GO-AI) at Amazon is looking to hire candidates who can excel in a fast-paced dynamic environment.

Manager I / Front line manager is accountable for the overall direction and operations of our site, creating a culture of customer obsession, high performance and high-quality throughput.

Key job responsibilities:

- Should be a Graduate or equivalent

- Minimum 4 years of experience out of which 18 Months should be as team leader / team manager in a Customer Service / Back boffice environment

- Proven leadership abilities with a track record of successfully managing and motivating teams.

- Excellent / V Good verbal and written communication skills in English

- Very good Presentation, Feedback & Coaching skills

- Ability to observe, analyze and identify process improvement opportunities

- Ability to work under pressure, Customer Service attitude with analytical bent of mind

- Highly energetic & enthusiastic

- Should be able to lead by examples

- Hands on experience on MS-Office, preferably on MS-Excel and Power Point

- Ability to prioritize tasks, manage multiple responsibilities and ensure deadlines are met without compromising on quality

- Basic data handling and Data interpretation skills

- Should be comfortable with 24x7 rotational shifts

- Ability to pull data from numerous databases (using Excel and other data management systems) and to perform ad hoc reporting and analysis, as needed, is a plus

- Communicating with Internal customers (ACES, Training, Quality etc.) - Drive and execute bar-raising initiatives aimed at hiring and developing top talent and build career development road-map for the associates

A day in the life:

- Lead, motivate and manage a team of 20 - 25 Backoffice associates

- Measuring Team Developmental and Performance Goals and regular 1x1 with the team members

- Ensuring process deliverables per SLA, team and workflow management

- Responsible for delivering on operational and qualitative KPIs like APL, SPL, Quality scores etc.

- Ensuring all processes are conducted in compliance with company policies and guidelines

- Generating reports of team performance

- Internal Quality checks, Audits and ensuring appropriate trainings & conduct coaching session to succeed

- Translate organizational vision to actionable goals and guide the team in achieving them & review progress periodically

- Promote a culture of continuous learning and development within the team

- Prepare metrics, SOPs and create processes

- Analyze data to identify trends, bottlenecks and areas of improvement

- Work with the operations management team to develop and implement process improvements

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.

- We are open to hiring candidates to work out of one of the following locations: Onsite - PUNE

Basic qualifications:

- Should be a Graduate or equivalent

- Minimum 4 years of experience out of which 18 Months should be as team leader / team manager in a Customer Service / Backoffice environment

- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

- Knowledge of Microsoft Office products and applications, especially MS Excel & Word at an advanced level

Preferred qualifications:

- Experience in managing critical operational processes, with SLA responsibility

- Knowledge of databases (querying and analyzing) such Advanced excel 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If the country/region you're applying in isn't listed, please contact your Recruiting Partner.