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Senior Operations Manager
hace 2 meses
We are seeking an experienced Senior Operations Manager to join our team at Amazon Support Services Costa Rica SRL 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.
- 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.
- 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.
