Sr. Ops

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.
- Completed University bachelor's degree.
- 8+ years of people management experience in corporate environments, leading, developing and coaching large teams of at least 20 individuals, supervising productivity and measuring results against quality and productivity KPIs.
- 3+ years of experience directly managing Operation/Group Managers and thus responsible for overall performance of 100+ individuals.
- 3+ year(s) of continuous internal/external customer, stakeholder and escalation management.
- 3+ year(s) of experience with process improvement/quality control tools and methods.
- C1 English proficiency.

Job summary

This is position is 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.

Are you looking for a challenge? Do you want to make a measurable impact by leading a team of operations and training supporting brand new AI and ML capabilities? Our Research and Development team within Global Operations specializes on use case experimentation to enhance AI/ML models that aim to offer solutions in the fulfillment operations arena.

We are looking for an Operations and Training Manager to be responsible for leading the overall operations and training teams and to guide them to achieve strategic goals.

Additionally, the Ops & Training manager will be responsible for fostering a positive working environment and high levels of talent engagement.

Much of the job will require close collaboration with other leaders from the organization as well as stakeholders.

Responsibilities include, but are not limited to:

- Direct supervision responsibility of a team of 60+ employees including entry-level and senior associates, as well as managers.
- Drive strategic planning for operations and training teams.
- Implement operational excellence mechanisms.
- Lead a core group of high achieving managers and associates to maximize their team’s output and ability to meet established targets within a very fast-paced environment.
- Actively manage team’s performance through active coaching, mentoring and feedback.
- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other change/ kaizen initiatives as required.
- People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition.
- Monitoring real time service levels and schedule adherence, and holding the team accountable responsible for meeting and exceeding performance targets for the team.
- Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.
- Ability to manage external and internal stakeholders.

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.
- Extensive knowledge and practical experience in machine learning operations.
- Master's degree in process or concluded in Business Administration or Engineering.
- Lean Six Sigma Black belt certified.
- PMP certified.