Team Manager

Description

Interested in Amazon Echo? Come work on it. We're building the speech and language solutions behind Amazon Echo and other Amazon products and services. We're working hard, having fun, and making history; come join us!

Amazon is seeking an experienced team manager to develop and manage data associates to support our speech and language technology. The Team Manager will lead throughput execution in Boston (Cambridge) and partner closely with Program Manager(s) to meet data SLAs. S/he will become an expert in the dialog evaluation processes, support and train a team of data associates, and ensure that accuracy and throughput volume standards are maintained week over week.

The Team Manager must have a passion for data, efficiency, accuracy, and coaching & developing others. Specifically, the Team Manager will:

  • Manage job assignment of up to 40 data associates on a day-to-day basis monitoring performance on job or queue adherence, volume, and quality
  • 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 (transcription, verification, annotation, etc.) and/or navigating competing delivery priorities
  • Liaise with Boston-based Program Managers and Chennai, India-based Team Managers to surface risks & propose mitigation strategies for meeting SLAs
  • Track quality and utilization metrics
  • File and track tickets, following up on blocks to productivity
  • Provide regular, formal & informal feedback to up to 40 data associates (direct reports)
  • Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean

Basic Qualifications

  • Bachelor's or advanced degree in a relevant field
  • Excellent proficiency in US English and familiarity with language use specific to the United States culture
  • Experience managing and coaching people
  • Experience in understanding metrics and developing them, as required
  • Experience leading medium, multi-track, fast-moving teams
  • Experience working with various internal teams (including technical) to execute on requirements, surface and mitigate risks to delivery, and develop processes and tools
  • Experience with accuracy tracking and development, throughput analysis & reporting

Preferred Qualifications

  • Three or more years as an operations, team, project, or program manager
  • Experience in managing process and operational escalations
  • Excellent communication, strong organizational skills and very detailed oriented
  • Exposure to 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
  • Strong interest in hiring and developing people in their respective roles
  • Experience with Linux, query languages, and scripting languages

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