Program Manager to lead one of the verticals within the GO-AI Operations Support Center (OSC). This role oversees a team of 300+ OSC experts, driving excellence in Standard Operating Procedures (SOPs), audit frameworks, and annotation quality to support AI/ML models.
Key job responsibilities
1. Strategic Leadership
o Lead program and change management initiatives for OSC operations
o Develop and implement strategies to enhance SOP management, training, and audit processes
o Drive SLA metrics for accuracy, program onboarding, and customer experience
2. Program Management
o Evaluate and prioritize new annotation program requests based on risk analysis
o Design and implement robust sampling methodologies for various audit types
o Monitor OSC program health through KPI tracking and improvement initiatives
o Generate insights for process automation and Gen-AI implementation
3. Stakeholder Management
o Partner with internal/external stakeholders on SOPs, audits, and training processes
o Present findings and recommendations to senior leadership
o Manage executive customer relationships and key business stakeholders
4. Team Leadership
o Lead and develop a high-performing team of 300+ professionals
o Drive continuous improvement and innovation in OSC processes
o Implement training initiatives for team upskilling
About the team
The GO-AI team provides augmented learning in the Machine Learning pipeline for Amazon Robotic Fulfillment Centers globally. We deliver Near Real Time-Human in the Loop (NRT-HITL) solutions requiring high cognitive ability through annotation workforce management and specialized central teams, supporting programs like Nike, CPEX, ADAR, and other Fulfillment Technology initiatives.
BASIC QUALIFICATIONS
* MBA
* PMP certificate
* 7+ years of team management experience
* 7+ years of program or project management experience
* Experience defining program requirements and using data and metrics to determine improvements
* 10+ years of experience in annotations, training, audits, or operations
PREFERRED QUALIFICATIONS
* Previous experience leading teams that provide annotations for AI/ML
* Previous experience working in ACES/Training/ICQA in Amazon Fulfillment Centers
* Previous experience leading Quality Assurance teams
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