We are seeking an experienced team manager to join our operations in ADS to develop, manage, and support our Alexa Data Services team with Speech and language solutions.
The ADS team researches and delivers high-caliber multi-language Text-to-Speech technology, leading to voice quality and accuracy.
As Team Manager, you will be responsible for :
Manage job assignment on a day-to-day basis, monitoring performance on job or queue adherence, volume, and quality
Support hiring and training of new Associates
Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
Develop the work schedule for the week by balancing work across various workflows and / or navigating competing delivery priorities
Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies
Track quality and utilization metrics
File and track tickets, following up on blocks to productivity
Provide regular, formal & informal feedback to direct reports
Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean
Communicate effectively in English and Spanish
Bachelor Degree or advanced college education or experience in a Leadership or related position with management.
Minimum 1 year in a leadership role with 10-20 direct reports or at least 6 months in current role within ADS team
Proficiency verbal and written communication skills in English and Spanish
Experience in understanding performance metrics and developing them to measure progress against key performance indicators
Experience with process improvement / quality control tools and methods
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
Strong interest in hiring and developing people in their respective roles
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
Amazon is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.