Manager II, ML Data Operations, (GO-AI)
Manager-II, Operations is responsible for managing a team and resolving any potential issues that impact business continuity. The job involves organizing, planning, and prioritizing the delivery of production and quality KRAs of the team. The candidate should have experience in managing people managers, front-line managers, and subject matter experts. Effective communication skills, both written and oral, are essential. Candidates should be capable of process improvements and driving business KRAs.
Key job responsibilities
1. Handle the in-house Operations delivery (BnM, VC). Lead a team of up to 100-120 associates supported by 5-6 FLMs to improve accuracy and maintain service levels, including meeting SLAs, KPIs, internal shrinkage, and retention targets.
2. This is a mid-level management position fully accountable for the results of the reporting teams at the GOAI center.
3. Conduct regular reviews with the team.
4. Drive overall team performance.
5. Identify improvement opportunities and lead process improvement projects.
6. Establish governance structures for daily operations.
7. Ensure adherence to compliance guidelines as required by the program.
8. Hold regular meetings with internal stakeholders and different departments.
9. Be open to domestic and overseas travel as required.
10. Manage performance and conduct annual appraisals for the team.
11. Lead key projects for the program.
About the team
Global Operations-Artificial Intelligence (GO-AI) is part of Amazon Robotics (AR), within Fulfillment Technologies & Robotics (FTR). GO-AI enables computer vision and ML-based automation by delivering high-quality data to improve AI and ML product lifecycle through near real-time human-in-the-loop and offline annotations.
Minimum qualifications
* Bachelor’s degree or equivalent.
* 8+ years of overall experience with 4-5 years in managerial roles in Operations, preferably in non-voice customer service environments.
* Proven track record of managing large teams (100+), especially in operations, quality, or training in BPO or captive settings.
* Strong oral and written communication skills.
Preferred skills and experience
* Experience overcoming time zone and geographic barriers to drive cross-functional initiatives.
* Familiarity with workflow principles in voice/non-voice environments.
* Experience managing remote teams in domestic and international operations.
* Entrepreneurial mindset with experience running independent operations.
* Analytical skills for process indicator analysis and improvement implementation.
* Ability to communicate effectively with senior leaders.
* Leadership skills to set goals, inspire, prioritize, and motivate.
* Creativity, experimentation, and innovation in fast-paced projects.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. For workplace accommodations during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations.
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