Avoc Nbd Operations Mgr
hace 4 días
Amazon is a multi-national technology company and being proficient in English is a required qualification. CVs must be submitted in English as our recruitment team works in several jurisdictions.
- 2+ years of experience as Team Manager/Lead/Supervisor of at least 15 individuals in corporate environments.
- 2+ year(s) of continuous internal/external customer, stakeholder and escalation management.
- Working experience on continuous process improvement initiatives/projects.
- C1 English proficiency (advanced).
Job summary
This is a position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.
The Amazon Vision Operations Center (AVOC) trains and enhances algorithms, bringing human insight and input to machine learning models that improve safety, quality, productivity and efficiency.
The AVOC New Business Development team innovates by using AI, ML and Computer Vision techniques and focuses on pilots that are in an early stage of its lifecycle to determine the best strategy for annotation to enhance machine learning models. The NBD team consists of a group of program managers, business analysts, trainers and operations.
AVOC NBD is looking for an Operations Manager to work with the New Business Development Team in San Jose, Costa Rica. The Operations Manager will manage a diverse team of AVOC NBD associates working on new programs and will work cross-vertically with other internal stakeholders.
As a front-line Ops Manager of 20-25 associates, the AVOC Ops Mgr will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals as well as being involved in ML pilot launches representing the Operations.
Additionally, the Ops Manager is expected to provide support in interviewing/hiring, training, performance management and employee engagement.
Job Description Responsibilities include, but are not limited to:
- Lead, develop and motivate a team of 20-25 associates through 1:1s, behavioral and customer handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals.
- Implement performance goals, monitor and evaluate against pre-set goals implementing action plans to resolve performance barriers as needed.
- Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
- Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis.
- File and track tickets, following up on blocks to productivity.
- Provide regular, formal & informal feedback to direct reports.
- Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma or lean.
- Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies.
- Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
- Represent the Voice of the Customer / associate during Gemba walks, participate in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems.
- Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issue.
- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Demonstrate strong interest in hiring and developing people in their respective roles.
This is not a virtual position. Due to the current situation caused by COVID-19, if selected for this role, all necessary equipment will be sent for you to work from home. However, once our company provides clearance, you will be required to continue working from our SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
- University bachelor's degree completed.
- Experience creating new programs, including goal development, team structure and data management.
- Work experience managing high performing teams.
- Work experience of MS Excel, SharePoint, Tableau, Power BI.
- Lean Six Sigma Green belt.
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