Overview
Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexa’s knowledge base so that Alexa can understand and answer more questions from Alexa customers in all languages. You will manage a team of Data Associates and Support Engineers across multiple languages to maintain and develop our speech and language technology, helping drive and manage all aspects of performance. If you are a proactive, adaptable, and quality-driven leader who thrives in a collaborative environment, apply for this Team Manager role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and people development to make a direct impact on the Alexa customer experience.
Key responsibilities
* Liaise with in-country stakeholders to understand customer needs and priorities
* Utilize sprint boards to manage task assignment across various workflows, prioritizing requests from stakeholders for delivery via direct reports to quality standards
* Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data
* Track quality, SLAs and performance metrics via internal dashboards
* File and track tickets, following up on blocks to productivity
* Lead and manage a team of employees
* Provide regular, formal & informal feedback for direct reports
* Provide support and guidance to team members when necessary
* Identify training needs and provide opportunities for team members to develop their skills
* Create a positive and engaging work environment that motivates team members to perform at their best
* Assist with hiring and training employees
* Identify and help implement process-related improvement techniques
Basic Qualifications
* Fluency in English, with strong written and verbal communication abilities
* Bachelor’s or advanced degree in a relevant field
* Experience managing and coaching performance
* Ability to think about upcoming issues and provide solutions through various problem-solving techniques
* Ability to thrive under pressure and adapt to a fast-paced environment
* Ability to adapt to changing project conventions and newly launching projects
* Excellent organizational skills and attention to detail
* Strong analytical, communication and interpersonal skills
* Experience understanding and developing metrics, accuracy tracking, throughput analysis & reporting
* Experience leading medium, multi-track, fast-moving teams
* Proficiency with Microsoft Office products
Preferred Qualifications
* Two or more years as an operations, team, project, or program manager
* Experience in managing process and operational escalations
* Excellent communication, strong organizational skills and detail-oriented
* Experience with process improvement/quality control tools and methods
* Demonstrated ability to lead diverse talent, work cross-functionally, and build consensus
* Strong interest in hiring and developing people in their roles
* Experience or familiarity with SQL
Amazon is an equal opportunities employer. We believe that employing a diverse workforce is central to our success. We make recruiting decisions based on experience and skills. Protecting your privacy and the security of your data is a priority. Our Privacy Notice explains how we collect, use, and transfer personal data during the application process. Amazon is an equal opportunity employer and does not discriminate on protected characteristics. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you require a workplace accommodation or adjustment during the application and hiring process, please contact the recruiting team for information on available accommodations.
#J-18808-Ljbffr