Manager II, Operations Support, Global Operations Artificial Intelligence

Description

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-II, Operations Support, is responsible for managing a team and facilitating flow of information across multiple stakeholders to resolve any potential issues that impact customer experience/ business continuity.

Key job responsibilities

-Will be a manager of managers, handling a direct span on 5 – 7 L4 managers and indirect span of about 80-100 members. Ensure team operational performance is aligned to organization goals.

-Establish processes for measuring, tracking, and driving continuous improvement of key metrics. Identifies risks and manages difficult escalations.

-Has proficiency in capacity planning, provides feedback on capacity analysis and responsible for team output optimization.

-Empower the team to create various mechanisms or platforms to share best practices.

-Facilitate the Operations Support strategy involving the design and execution of coaching, Quality and training mechanisms for GOAI operations.

-Define processes and workflow for new programs, execute pilots for new technologies and/or procedures in partnership with Program Management and Operations

-Establish & drive business communication and reviews with senior stakeholders

-Set a high quality bar and continuously reinforce a culture of quality and innovation

-Drive continuous focus on process excellence and automation. Provide inputs for technology roadmap for tool-development projects to improve process efficiency, quality and end-customer impact

-Set high hiring and performance bar, and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team

A day in the life

Purview of a Manager II, Operations Support, GO-AI

Manager-II, Operations Support is responsible for managing a team and resolving any potential issues that impact business continuity. The job involves organizing, planning and prioritizing 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. He/She should be able to communicate clearly in the written and oral form. Candidates should be able to come up with process improvements and drive business KRAs.

About the team

Amazon Robotics develops state-of-the art robotics for Amazon’s Fulfillment Centers, which handle more individual items than any company in the world. We are combining computer vision, mobile robots, advanced end-of-arm tooling and high-degree of freedom movement to solve real-world problems at huge scale. Our team collaborates with a variety of customers across Amazon worldwide to conceive, develop, prototype and deploy a wide range of robotic systems. Within Amazon Robotics, Global Operations – Artificial Intelligence (GO-AI) enables Amazon to accelerate and scale our machine learning transformation via human-in-the-loop support. Operation Support Center (OSC) within GO-AI is a catalyst to Operations by delivering Training, Quality assurance and Support Excellence initiatives.

Basic Qualifications

• A Bachelor’s Degree with 8+ operations management experience with at least 3+ years in managing people managers. Experienced in managing large operations teams

• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.

• Excellent communication (written & oral) skills and detail oriented

• Comfortable working in a fast paced, ambiguous, highly collaborative, dynamic

Preferred Qualifications

• Experience in managing critical operational processes, with SLA responsibility

• Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager 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.