Senior Operations Manager (AI)

TL;DR

Senior Operations Manager (AI Data Services): Leading and developing the overall direction, coordination, service delivery, and evaluation of Data Services operations activities for AI/ML technologies with an accent on managing team performance, cost, and customer experience. Focus on scaling operations, implementing talent development programs, and fostering continuous improvement in data associate experiences.

Location: Onsite in Costa Rica (implied by company entity 'Amazon Support Services Costa Rica SRL').

Company

hirify.global is investing in generative AI and large language models, building speech and language solutions for products like Amazon Echo and Alexa.

What you will do

• Develop and drive the overall direction, coordination, service delivery, and evaluation of Data Services operations.
• Manage individual and team performance expectations and goals, monitoring service levels.
• Collaborate with internal partners to build input-focused operating plans for key measures.
• Implement or change processes to scale ADS operations while managing cost and customer experience.
• Build bar-raising programs for hiring and developing top talent and create career roadmaps.
• Achieve site-wide improvements in Operations, Quality, Productivity, Cost, Customer experience, and People metrics.

Requirements

• Bachelor's degree in Operations, Supply Chain Management, Engineering, or a technical field.
• 4+ years of operations and people management experience.
• 3+ years of experience managing IT environments on behalf of customers.
• Experience building and managing large and high-performance teams.
• Experience in managing cost centers and developing future leaders.
• Experience as a project owner/sponsor for strategic initiatives.
• Experience with MS Excel, analyzing data, and presenting to senior management.

Nice to have

• Master's degree or MBA.
• Experience in leading speech data operations.
• Proven ability to think strategically, but stay on top of tactical execution.
• Excellent verbal and written communication skills across all organizational levels.

Culture & Benefits

• Work in an inclusive culture that empowers Amazonians to deliver the best results.
• Opportunity to build the future of human-technology interaction with generative AI and LLMs.
• Foster a culture of customer obsession, high performance, and quality throughput.
• Create an environment that fosters creative thinking and continuous improvement.
• Focus on developing leaders and creating a coaching culture.