Amazon

Sr Operations Manager - Quality

Posted On

April 25, 2024

Location

Chennai, Tamil Nadu

Experience Level

Freshers/Experienced

Job Type

Operations, IT, & Support Engineering

Apply By

July 2, 2024

Job Description

Alexa Shopping Operations strives to become the most reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features, devices, and locales. Our primary focus lies in handling annotations for training, measuring, and improving Artificial Intelligence (AI) and Large Language Models (LLMs), enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. By joining us, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.

Sr Operations Manager (Quality ) is a key role within OPTIMA Operations team, and this role will be responsible for managing business across 3 international operations sites. The leader will centrally own Operational Quality across business and people metrics through a team size of 200+ employees operating from Chennai (India), Osaka (Japan) and Bucharest (Romania). OPTIMA's Operations business is responsible for delivering complex data across 14+ languages for Amazon's shopping AI / LLM development and this coupled with the requirement of high quality data puts the onus on this leader to find scalable and efficient processes & frameworks that'll continue to deliver high quality data across all processes. You will work with various business, technology and operation leaders across timezone in developing audit processes, driving alignment to deliver business results and Customer impact, positively. As part of the leadership team, you will contribute in driving excellence in Quality audits and strategies. Operationally, you will be responsible for delivering results through efficient, timely and accurate processes to ensure the data delivered by OPTIMA for LLM developments holds the highest Quality as per the industry standard. You will manage Operations Managers and subject matter experts across 3 sites as well as a large team of Ai-Trainers and own coaching, people development, retention and growth. Also responsible for hiring new talents. This role will also demand regular interaction with Senior Leadership within the function and cross functionally. You will be required to influence business decisions, setup customized audit frameworks, define Quality metrics and measurement strategies that are needed for generating complex data for LLM development. Importantly, this role will require the leader to have the ability to effectively articulate ideas/proposals in a written format (usually documents) with necessary data to support.

Key job responsibilities
• Experience of managing complex business processes at scale.
• Experience in managing and driving Quality operations and goals for large organizations
• Strong communication and influencing skills with an ability to deal with a fast-paced environment.
• Experience in defining, developing and using metrics to drive the vision and manage the business.
• Hands-on experience in operations governance with an ability to work with data and create inferences.
• Encourage the culture of self-service in accessing data.
• Demonstrated record of team building and execution in a high volume operational environment.
• Ability to lead not only at the strategic level, but also tactically day-to-day by diving deeply into business and technical domains.
• Proven track record of partnering with technology teams and leveraging automation to drive efficiencies in operational processes.
• Ability to work effectively & independently in a fast-paced environment with tight deadlines.
• Experience of handling large people organizations, previously should have experience of managing Managers of Managers with strong skills in hiring and developing leaders

About the team
- Exhibits excellent judgment
- Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation
- Experience hiring and developing great people/leaders
- Experience in building a culture of empowerment, accountability and continuous improvement
- Has relentlessly high standards
- Proven ability to think strategically, but stay on top of tactical execution
- Expects and requires innovation of her/his team and creates an environment that fosters creative thinking
- Excellent verbal and written communication skills across all organizational levels
- Proven ability to make and implement decisions
- Degree in management field desirable

We are open to hiring candidates to work out of one of the following locations:

Chennai, TN, IND- Bachelor's degree in Operations Management, Engineering, Science, Supply Chain or relevant field
- Experience analyzing data and best practices to assess performance drivers
- Experience influencing internal and external stakeholders
- Experience Quality audits and metric framework
- 6+ years of team management experience
- Experience working on MS Excel, analyzing data and presenting to senior management
- Experience in managing cost center

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