Manager, SOP Specialists, Rufus and Alexa Shopping

Be part of the high-performing team behind Amazon s latest generative AI-powered shopping assistants. Our products make it easy for customers to find and discover the best products to meet their unique needs by helping with product research, providing comparisons and recommendations, answering specific product questions, and more.

We are hiring Manager, SOP Specialist to join our worldwide business in generating high quality data needed for improving AI customer experience (CX) and create positive business impact. The candidate drives efforts in delivering a seamless, fluent, and locally-relevant experience across Amazon s multiple AI powered shopping assistants. If you are customer obsessed, passionate about AI content writing, agile, have ability to influence partner teams and working across time zones then this role is for you. This role is inherently critical and highly cross-functional, requiring collaboration and influence across product, program, science, Operations and engineering.

Key job responsibilities
A successful candidate will thrive in ambiguity, bringing process and discipline to a highly dynamic and fluid environment. This role will require excellent written and oral communication skills, exceptional judgment, strong interpersonal skills, deep curiosity about how things work, and a passion for serving customers. We are looking for candidates who are passionate about the intersection of language and technology and who are keen to learn and innovate in the cutting-edge field of artificial intelligence. A successful candidate will thrive in ambiguity and care deeply about crafting short-form content that is clear, concise, and relatable. This person will have a knack for simplifying complex statements and revel in the opportunity to create and implement style guidelines for their language. This person delivers delightful conversational experiences through writing, editing, evaluation, and prompt engineering. Part SOP Specialist, part Team Manager, they will set and drive the vision for the tone and language our Large Language Models will be trained.

Key job responsibilities
1. Manage and lead a team of SOP Specialist and ensure high service delivery and execution
2. Own end-to-end service delivery and planning, which includes infrastructure, staffing models, resource hiring, and optimizing utilization
3. 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.
4. Uphold response quality using customer feedback to continually drive improvements across team processes
5. Create and use frameworks for Reinforcement Learning with Human Feedback (RLHF) to improve the fluency of our AI models
6. Work closely with product, science and engineering stakeholders to priorities and complete projects within deadlines - A Bachelor s Degree with 3+ years of experience in managing teams members in businesses like Editing, PR, Marketing, Communications, Copywriting, Journalism, UX/CX Product or Program management
- Exceptional written and oral communication skills
- Highly effective at writing and assessing short form content across diverse subject matters
- Experience in defining and owning project objectives, requirements, and delivery
- High attention to detail while managing multiple, competing priorities simultaneously