Amazon Vision Operations Center Group Manager
Amazon
San Jose, CR
hace 3 días

This is a position 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.

Amazon Vision Operations Center (AVOC) currently handles remote resolution of technologies that employ machine learning. Our strategy is to employ a human-as-sensor model and allow humans to perform just those portions of a task that require higher order cognitive ability.

AVOC collaborates with different groups and initiatives within amazon to assess and review different internal operation procedures.

Our organization uses high technology to lend service, and make sure the accuracy within our processes is kept at a high bar, and reduce defects within Amazon’s operations.

AVOC is the spear that pushes through new initiatives aiming to keep operational excellence within Amazon.

AVOC Group Manager

The number one priority for this role is to ensure that associates are supported to deliver quality and efficiency toward the machine learning annotation.

The role will require you to ensure your front line manager priorities remain focused on supporting their associates. To enable front line managers to focus on supporting their people, you will oversee the operational delivery of the teams you lead.

The selected AVOC Group Manager ensures that front line managers priorities and tasks are aligned to supporting associates apply the AVOC global goals.

To achieve this, you will coach and supports their front line team managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering and insisting on the higher standards.

The AVOC Group Manager will be responsible for the overall performance and operational delivery of its teams, this will require him / her to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance.

The AVOC Group Manager will be an escalation point for the front line managers and their people to take action on issues or barriers affecting the customer experience and will lead Kaizen events to solve people, process or tools issues.

He / she will represent his / her team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls.

The AVOC Group Manager will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

The successful candidate will continuously improve the efficiency of all relevant or new processes and instill a culture of customer obsession, earn-trust, invent and simplify to create and develop transformational capabilities.

Job responsibilities include, but are not limited to :

  • Direct supervisory responsibility of a team of 120 to 140 members and will be managing associates and frontline managers.
  • Lead a core group of high achieving shift managers and associates to maximize their team’s output and ability to meet exacting targets within a very fast-paced / time-critical and demanding environment.
  • Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction.
  • 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.

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