Operations Manager, Quality, OPTIMA

Amazon; Mansfield; On-site; GBP 45,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Manager to lead a dynamic team focused on enhancing customer experience through innovative operational strategies. This role involves owning key business metrics, managing a team of managers, and driving process excellence in a fast-paced environment. The ideal candidate will have a strong background in operations management, excellent communication skills, and a passion for fostering a culture of quality and innovation. Join us to shape the future of shopping experiences for customers worldwide and make a significant impact in a collaborative setting.

Qualifications

• 5+ years of operations management experience with at least 3+ years in managing people managers.
• Strong leader with proven ability to manage large operations teams.

Responsibilities

• Own and drive operational and business goals/metrics for the team.
• Manage the organization structure and optimize resource hiring.

Skills

Operations Management

Team Leadership

Communication Skills

Process Excellence

Budget Management

Education

Bachelor's Degree

MBA

Tools

Six Sigma

Job description

OPTIMA Operations strives to become the most reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features, devices, and locales. Our primary focus lies in handling annotations for training, measuring, and improving Artificial Intelligence (AI) and Large Language Models (LLMs), enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. By joining us, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.

Key job responsibilities

The Operations Manager will:

1. Own and drive operational and business goals/metrics for the team owned
2. Manage the team of Managers and ensure high service delivery and execution
3. Manage the organization structure, and continuously look to align with scope of work, skill requirement, and budget
4. Own end-to-end service delivery and planning, which includes infrastructure, staffing models, resource hiring, and optimizing utilization
5. Establish measurement, reporting, and delivery management processes for effective accomplishment of team goals
6. Establish & drive business communication and reviews with senior stakeholders
7. Set a high quality bar and continuously reinforce a culture of quality and innovation
8. Own the budgeting for the team
9. Drive continuous focus on process excellence and automation. Provide inputs for technology roadmap for tool-development projects to improve process efficiency, quality and end-customer impact
10. Set high hiring and performance bar, and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team

- A Bachelor’s Degree with 5+ years of operations management experience with at least 3+ years in managing people managers.
- Experienced in managing large operations teams
- Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
- Excellent communication (written & oral) skills and detail oriented
- Comfortable working in a fast paced, ambiguous, highly collaborative, dynamic work environment
- Proven ability to manage multiple, competing priorities simultaneously

Preferred qualifications include:

1. MBA from a premier management institute
2. Six Sigma green belt certification
3. Operations experience in eCommerce industry

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