Operations Manager, Alexa Data Services in Boston, Massachusetts

The Alexa Data Services (ADS) team is seeking an Operations Manager to motivate and lead a team of Data Analysts processing spoken language data applied across multiple Amazon products and services.

The successful candidate will have a relentless desire to build a team culture, enhance productivity, and improve data quality and accuracy. The Operations Manager will directly manage Team Managers who in turn manage Data Analysts. This role will include: managing individual and team performance expectations and goals; provide individual coaching feedback sessions; maintaining and improving quality and throughput of data; and monitoring real-time productivity to meet weekly deliverables. You will also be responsible for working with third-party agencies and human resources to recruit team members, onboard new hires, and coordinate team training on workflows. The ideal candidate thrives on problem solving and has a passion for data, efficiency, and accuracy. You will implement solutions to drive quality and productivity while achieving real-time desired service levels. You will be responsible for analyzing and implementing solutions to challenging systemic issues. You will manage both people and processes:

People management:

• Manage operations on a day-to-day basis of 3-4 Team Managers who will manage 20 people each

• Carry out supervisory responsibilities in accordance with policies and procedures; responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees, and engaging in effective conflict resolution.

• Assist in developing and implementing training programs to improve the quality and productivity of the team.

• Communicate policies to team members and follow up to ensure compliance and consistency, taking corrective action as necessary and documenting the issue and actions taken.

• Own and drive performance metrics with the team.

• Manage relationships with agencies and onsite HR to find qualified candidates under strict deadlines.

• Manage both on-site and remote team members as necessary to meet headcount demands.

Project management:

• Adapt quickly to changing specifications and workflows.

• Track metrics around quality and productivity.

• Drive process improvements to enhance the operational efficiency of the team.

• Understand and effectively utilize resources provided by internal systems, departments, policies, and procedures.

• Develop, analyze, and improve new strategies and procedures.

• Develop and achieve performance goals and objectives to achieve results.

• BA/BS degree or higher

• 2+ years relevant experience managing customer service associates, data annotators, or other operational teams

• Experience in understanding performance metrics and developing them, as required

• Experience working in cross-functional environment and responsible for driving organizational change using relevant data and business rationale

• Working knowledge of basic computer business applications such as MS Word and MS Excel, Outlook

• Strong oral (speaking, listening, interpretation) and written communication skills

• Have relentlessly high standards and passion for process improvement

• Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand

• Possess a sense of urgency and an appreciation for working in a fast-paced, deadline-oriented environment

• Comfort with ambiguity; ability to be flexible in a rapidly changing environment

• Exposure to process improvement/quality control tools and methods, such as Six Sigma/Lean Processes

• Project Management Experience

• Exceptional skills in data manipulation and analysis is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

AMZR Req ID: 549441

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