Senior Operations Manager

hace 4 semanas


San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
Job Title: Senior Operations Manager

We are seeking an experienced Senior Operations Manager to join our team in San Jose to develop, manage, and support a large team of direct and indirect reports to support our speech and language technology.

Key Responsibilities:
  • Manage day-to-day operations of a team of Operations Managers, Team managers and Data associates including logistics, resource/equipment planning, staffing, quality control, and reporting
  • Oversee the hiring & training of new team members and support their development
  • Ensure productivity and quality are maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
  • Partner closely with the research team to adapt to changing conventions, tooling developments, and expansion to new data areas
  • Collect, track, & present metrics related to processes, team accuracy and efficiency, and drive improvements in efficiency, throughput and cost across the organization
  • Partner with the Knowledge Management, Capacity and Workforce Planning to prioritize and manage regular operational workflows as well as associated training needs
  • Communicate effectively with other operations and/or program managers at other sites regarding risks, mitigation strategies, and success of project SLAs
  • Continuously evaluate tools and processes and offer solutions to ensure they are efficient, high quality, and scalable
  • Utilize strategic thinking to plan/develop team and site growth to support data delivery
  • Troubleshoot and resolve technical and logistical issues
  • Ability to lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues
Basic Qualifications:
  • Bachelor's degree or higher (Any Stream)
  • Previous experience as an Operations, Project or Program Manager directly managing and developing front-line managers
  • Experience in understanding performance metrics and developing them to measure progress against key performance indicators
  • Proficiency verbal and written communication skills in Spanish & English
  • Experience with process improvement/quality control tools and methods
Preferred Qualifications:
  • Master's Degree
  • Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues
  • Excellent communication, strong organizational skills and very detail-oriented
  • Leadership experience in coaching and performance management
  • Experience in managing process and operational escalations
  • Experience with aspects of speech and language technology
  • Fluency in a foreign language is a plus


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