Senior Operations Manager

hace 1 mes

San Francisco, Heredia, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo
About the Role

We are seeking a highly experienced and skilled Senior Operations Manager to lead our site operations team in Costa Rica. As a key member of our leadership team, you will be responsible for driving the overall direction, coordination, and service delivery of our operations activity.

Key Responsibilities
  • Develop and drive the overall direction, coordination, service delivery, and evaluation of operations activity for the site.
  • Set the vision, direction, and culture of the teams by managing individual and team performance expectations and goals, monitoring real-time service levels and schedule adherence, and holding teams accountable to meet and exceed performance targets.
  • Collaborate with internal partners to build input-focused operating plans for achievement of key measures.
  • Create a culture where accountability, transparency, and collaboration are the norm and where rapid deep dives into root causes of defects are a standard operating practice.
  • Tirelessly advocate for improvements to systems and processes that will benefit our product teams and stakeholders.
  • Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmaps for site operations teams.
  • Inspire front-line teams to go beyond the standard call of duty to find creative solutions, encourage risk-taking, and advocacy on behalf of product teams.
  • Create closed-loop feedback processes where Data Associates are encouraged to be active participants in identifying opportunities for improvements to tasks and work processes, workplace conditions, and internal tools.
  • Work with Finance and Operations leadership teams to develop, support, and manage the annual expense budget.
  • Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of.
  • Foster a work environment that respects and is responsive to the needs of a diverse staff.
  • Achieve site-wide improvements in Operations, Quality, Productivity, Cost, Customer Experience, and People metrics.
  • Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain and Data Associate frustration.
  • Improve the experience of Data Associates and managers as measured by improvements in attrition and employee engagement surveys.
About the Team

Amazon strives to be the world's most customer-centric company, where customers can research and purchase anything they might want online or offline.

We set big goals and are looking for people who can help us reach and exceed them.

The AGI Data Services team is part of the Alexa Machine Learning organization that provides speech recognition capabilities for a variety of Amazon products and services.

We provide secure, flexible, cost-effective, and high-quality data labeling services to our customers, enabling them to build advanced ML models.

Requirements
  • Education: BS degree qualification in a business or management or similar field.
  • A minimum of 10 years of people management and operations leadership experience, including three years in a management role in a fast-paced, customer-obsessed Technical/Customer Service/Data Operations environment.
  • Previous experience of creating and contributing to strategic planning processes and large operations organizations.
  • Experience in managing cost centers.
  • Experience in leading large teams to high levels of performance.
  • Experience in developing future leaders and creating tailored succession plans.
  • Experience in building a culture of empowerment, accountability, and continuous improvement.
  • Experience as a project owner/sponsor for strategic step-change initiatives and enabling innovative thinking in project teams.
  • Data-driven approach to problem-solving and presenting solutions to senior management.
  • Excellent verbal and written communication skills across all organizational levels.
  • Exhibits excellent judgment.
  • Demonstrated passion and obsession for customers while maintaining a lean, highly productive operation.
  • Hires great people, develops great people/leaders.
  • Has relentlessly high standards.
  • Thinks strategically, but stays on top of tactical execution.
  • Expects and requires innovation of her/his team and creates an environment that fosters creative thinking.
  • Thinks big, has convictions, and is results-oriented.
  • Has the innate ability to inspire passion in others.
  • Proven ability to make and implement decisions.

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