AVOC NBD Ops Manager
San Jose, CR
hace 4 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.

The 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 is looking for an Operations Manager to work with the New Business Development and Prototype new technologies in San Jose, Costa Rica.

The Operations Manager will manage a diverse team of AVOC NBD associates working on new programs.

As a front line Ops Manager of 20-25 associates, the AVOC Ops Mgr will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals.

Other responsibilities include interviewing / hiring, training, performance management and employee engagement.

Job Description Responsibilities include, but are not limited to :

  • Lead, develop and motivate a team of 20-25 associates through 1 : 1s, behavioral and customer handling coaching and individual development plans;
  • develop talent and manage team performance in order to meet and exceed customer satisfaction goals.

  • Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
  • Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
  • Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis.
  • File and track tickets, following up on blocks to productivity.
  • Provide regular, formal & informal feedback to up to associates (direct reports).
  • Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma or lean.
  • Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies.
  • Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Represent the Voice of the Customer / associate during Gemba walks, participate in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems.
  • Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issue.
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Demonstrates strong interest in hiring and developing people in their respective roles.
  • 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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