Senior Operations Manager

hace 2 meses


San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
About the Role

We are seeking an experienced Senior Operations Manager to lead our team in San Jose and drive the development, management, and support of 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 and 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, and 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 and develop team and site growth to support data delivery.
  • Troubleshoot and resolve technical and logistical issues.
Requirements
  • 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 in verbal and written communication skills in Spanish and 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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