Support Engineer Team Manager, Alexa Information & Ads

TN United Kingdom; Cambridge; On-site; GBP 40,000 - 70,000; Full time

Job description

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Client:

Evi Technologies Limited

Location:

Cambridge, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

61e38f24fd71

Job Views:

9

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries today. Alexa is Amazon’s voice AI, living in the cloud and helping users with tasks via internet-connected devices. Alexa aims to make life easier, more meaningful, and more fun by enabling voice control at home and on the go.

Join our Knowledge International Operations team in Cambridge, UK, to help localize Alexa’s knowledge base, enabling it to understand and answer questions in multiple languages.

You will manage a team of Data Associates and Support Engineers across various languages, maintaining and developing speech and language technology to improve performance.

If you are proactive, adaptable, quality-driven, and thrive in a collaborative environment, apply for this Team Manager role in Cambridge. Leverage your technical expertise and people development skills to impact the Alexa customer experience.

Key job responsibilities

• Own data, efficiency, and accuracy, with a passion for people management.
• Coordinate with in-country stakeholders to understand needs and priorities.
• Manage task assignments using sprint boards, prioritizing requests for your team to meet quality standards.
• Supervise, train, analyze, and provide feedback to maximize productivity.
• Track quality, SLAs, and performance metrics via dashboards.
• File and follow up on tickets to resolve blocks to productivity.
• Lead and support your team members, providing regular feedback and guidance.
• Identify training needs and facilitate skill development.
• Create a motivating and positive work environment.
• Assist with hiring and onboarding new employees.
• Implement process improvements to enhance workflows.

BASIC QUALIFICATIONS

• Fluency in English with strong communication skills.
• Bachelor’s or higher degree in a relevant field.
• Experience managing and coaching teams.
• Ability to anticipate issues and solve problems proactively.
• Thrives under pressure in a fast-paced environment.
• Strong organizational, analytical, and interpersonal skills.
• Experience with metrics, accuracy tracking, throughput analysis, and reporting.
• Leadership experience with medium to large teams.
• Proficiency in Microsoft Office.

PREFERRED QUALIFICATIONS

• Over two years as an operations, team, project, or program manager.
• Experience managing process and operational escalations.
• Knowledge of process improvement and quality control tools.
• Ability to lead diverse teams and collaborate cross-functionally.
• Interest in hiring and developing talent.
• Familiarity with SQL is a plus.