Front Line Manager, – Machine Learning Data Ops, Manager I, MLD Ops, GO-AI Full-time

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
• tShould be a Graduate or equivalent
• tMinimum 4 years of experience out of which 18 Months should be as team leader / team manager in a Customer Service / Backoffice environment
• tProven leadership abilities with a track record of successfully managing and motivating teams.
• tExcellent / V Good verbal and written communication skills in English
• tVery good Presentation, Feedback & Coaching skills
• tAbility to observe, analyze and identify process improvement opportunities
• tAbility to work under pressure, Customer Service attitude with analytical bent of mind
• tHighly energetic & enthusiastic
• tShould be able to lead by examples
• tHands on experience on MS-Office, preferably on MS-Excel and Power Point
• tAbility to prioritize tasks, manage multiple responsibilities and ensure deadlines are met without compromising on quality
• tBasic data handling and Data interpretation skills
• tShould be comfortable with 24×7 rotational shifts
• tAbility 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.
• tCommunicating 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
• tLead, motivate and manage a team of 20 – 25 Backoffice associates
• tMeasuring Team Developmental and Performance Goals and regular 1×1 with the team members
• tEnsuring process deliverables per SLA, team and workflow management
• tResponsible for delivering on operational and qualitative KPIs like APL, SPL, Quality scores etc.
• tEnsuring all processes are conducted in compliance with company policies and guidelines
• tGenerating reports of team performance
• tInternal Quality checks, Audits and ensuring appropriate trainings & conduct coaching session to succeed
• tTranslate organizational vision to actionable goals and guide the team in achieving them & review progress periodically
• tPromote a culture of continuous learning and development within the team
• tPrepare metrics, SOPs and create processes
• tAnalyze data to identify trends, bottlenecks and areas of improvement
• tWork 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:

Virtual Location – 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 you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.