Our overall mission is simple: To be earths most customer centric company. We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will deliver world class AI generated experiences to our customers.
Amazon is looking for a Group Manager based in Cape Town who will have responsibility for a team of annotator auditor specialists to provide human in the loop labels and annotations to produce high quality data for Machine Learning models. Our mission is to employ a leader of leaders who is able to empower, develop and grow their team and to support them in achieving our organizational goals.
The number one priority for this role is to ensure that analysts are supported to deliver a world class experience. The role will require you to be a leader who prioritizes supporting their associates and ensuring defects do not persist. Your role will be to oversee the operational delivery of organizational goals and manage overall performance of the teams in your remit.
The ideal Group Manager ensures that the teams priorities and tasks are aligned to supporting the delivery of high quality labeled/annotated data to support the delivery of ML AI model experiences. To achieve this, an ideal Group Manager coaches, develops and supports their team to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class data.
You will be responsible for the overall performance and operational delivery of your team, this will require you to work with key support functions such as site Work Flow and Quality Assurance to review performance trends and opportunities and take action to improve the service level and quality of performance. You will be an escalation point for your analysts to take action on issues or barriers impacting the customer experience. You will represent your 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. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.
Key job responsibilities
Leadership
- Knows and communicates the Amazon mission, vision and strategy
- Demonstrates passion for delivering a positive customer experience, and maintain composure in difficult situations
- Demonstrates the ability to build, develop, direct, and manage a team; give overall direction, performance, coordination and evaluation
- Experience interviewing and selecting people who will maintain a high-performance bar in Amazon
- As a leader of leaders understands how to nurture and develop leadership skills
- Strong interpersonal and communication skills, good listener, used to interact with up to Director level
- Positive communicator who understands when necessary how to have tough conversations
- Ability to confidently facilitate team discussions and communicate business messages
- Maintains a high level of professionalism and approachability
- Can adapt well to changing circumstances, direction, and strategy
- Ability to organize, prioritize and schedule work assignments
- Proven ability to manage reporting, data manipulation and analysis
- Experience managing core business KPIs
- Assist in developing and implementing training programs to improve the quality and productivity of the team
- Understands operational principles of service delivery and uses data to support continuous improvement
- Ability to use data and insights to prepare metric reviews
- Assist and support the creation of operational plans to support peak ramp up and down within your area of control as well as readiness for your business launches
- Acts as the operational representative for business teams to understand voice of the partner in key process or policy changes
- Builds plans to test and experiment new approaches to service delivery
- Leads and participates in Kaizen events to improve the customer and associate experience
- Uses data to identify areas of ongoing improvement in how service is delivered
- Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution.
- Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures
Our team is passionate about human motivation and behavior and uses machine learning, classification algorithms and scalable platform services to have a cross-org impact every day. We evaluate user research, customer experience knowledge, data, and cross-Amazon Moderation expertise to ensure other teams think about customer trust.
We are open to hiring candidates to work out of one of the following locations:
Cape Town, ZAF
Basic Qualifications
Candidates must have completed a Matric/Grade 12/NQF4 or equivalent of higher qualification (S)
- Minimum of three years people management experience in Amazon CS or minimum four years people management experience, specifically leader of leaders in a similar role
- South African Citizen / Permanent Resident / Holder of legal right to work in South Africa
- Advanced computer skills using a variety of programs including but not limited to basic SQL queries, Quicksights, Tableau, MS Office)
- Exceptional written and verbal communication skills.
- Knowledge of Six Sigma/Lean Processes
- Minimum of 1 year experience in Project Management experience
- Minimum of 1 year experience in Contact Center Operations (Customer Service, Sales, or Collections)
- Previous Communities experience beneficial
Company - Amazon Development Centre (South Africa) (Proprietary) Limited
Job ID: A2495707
