AVOC NBD Group Manager
San Jose, CR
hace 4 días

Amazon Vision Operations Center (AVOC) handles remote resolution of technologies that employ Machine Learning activities.

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.

The New Business Development (NBD) team within AVOC manages multiple programs, with both synchronous and asynchronous requirements.

Our team is looking for a Group Manager to be responsible for the overall performance and operational delivery of their teams and programs.

As well as to be an escalation point for the Front Line Ops Managers I and their directs to take action on issues or barriers affecting the customer experience and might lead Kaizen events to solve people, process or tools issues.

The selected candidate will represent their 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.

Job Description Responsibilities include, but are not limited to :

  • Direct supervision responsibility of a team of 50+ employees including entry-level and senior associates, as well as front-line managers in SJO.
  • 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 SJO16 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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