Manager III, Operations, Global Operations – Artificial Intelligence Full-time

GO-AI is a data labeling service provider of near real-time Human in the loop (NRT HITL) support. NRT HITL allows Amazon to 1) deploy minimal viable products (MVP) and realize their financial benefits early. 2) Embeds a low-friction exception handling mechanism to effectively mitigate the impact of less-than perfect AI-based automation. 3) Enables a channel of continuous learning to improve the performance of deployed technology.

A GO-AI Site Leader provides strategic leadership, set the vision, direction, and culture to create a high performance organization. The individual is responsible to lead the Site in planning all business, operational activities, managing site operating expenses and budget.

Key job responsibilities

-tHandle the in-house Operations delivery (BnM, VC). You will lead a team of up to 300- 400 associates supported by Team managers to improve accuracy and maintain service levels, this will also include meeting other SLAs, KPIs, internal Shrinkage and retention targets

-tThis is a senior-level management position that is fully accountable for the results of the reporting teams at the GOAI center.

-tResponsible for conducting regular reviews with the team

-tDrive overall performance for the site

-tIdentify improvement opportunities and driving process improvement projects

-tEstablishing governance structure for day-to-day operations

-tEnhance adherence to compliance guidelines as required and dedicated by the Program

-tRegular touch base meetings with internal stakeholders and different departments

-tShould be open to travel (domestic & overseas) as and when required

-tResponsible for performance management as well as annual appraisals for the team

-tBe a key leader at the forefront for key projects for the program

BASIC QUALIFICATIONS
• Bachelor’s degree or equivalent
• 12+ years of overall experience and 8-10 years of managerial exposure in Operations (directly & via vendor management preferably) in Non-voice, Customer Service Environment.
• Track record of successfully building and scaling high-performing teams from the ground up
• Exposure in handling remote team/teams is a must.
• Exposure into robust hiring processes, including sourcing, interviewing, and selection will be an added advantage
• Should have extensive experience in handling large Operations (large teams, 250+) in BPO/ Captive Operations/ Third party
• Should be open for 24×7 operations.
• tDemonstrated familiarity with general principles of workflow in a voice / non voice environment.
• tShould have handled both domestic and international operations with experience in handling remote teams
• tAn analytical mind and should be able to perform Analysis of key process indicators to identify opportunities for process improvement and implement action plans
• tAbility to communicate with Sr Leaders in the organization
• tClear leadership capability – As a leader responsible for operations, you should be able to set clear goals, inspire confidence, prioritize tasks, align resources, and establish an upbeat motivated culture
• tStrong oral and written communication skills.

PREFERRED QUALIFICATIONS

Entrepreneurial mindset with exposure in running independent operations will be an advantage