Senior Operations Manager - Site Lead, Alexa Shopping

Description

The OPTIMA team is seeking an outstanding Operations leader to lead our Alexa Shopping Operations team in Bucharest. The Sr.Ops Manager will be responsible for providing the overall management for a large (150+ member) operations team, which plays a critical role in improving Alexa shopping experience for customers across multiple countries.

We at OPTIMA enable Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs, across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. We enable shopping feature teams deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10 different languages.

Key job responsibilities
If you are customer obsessed, passionate about data and operations excellence, keen to learn, agile, have ability to influence leadership teams and like working with partner teams across time zones then this role is for you.

Role and Responsibilities:
o Lead the Operations strategy and execution for the site
o Partner with stakeholders across the Globe (Engineering, Product, Data Science, Program Management, Operations) to onboard and run a wide range of operational processes which are critical for building Alexa shopping features and improvements in customer experience
o Define and drive operational and business goals for the function
o Create and manage the organization structure, taking into account scope of work, skill requirement, and budget
o Own end-to-end service delivery and planning, which includes infrastructure, staffing models, resource hiring, and optimizing utilization
o Establish measurement, reporting, and delivery management processes for effective accomplishment of goals
o Establish & drive business communication and reviews with senior stakeholders
o Drive strategic business decisions by influencing key stakeholders/ category leaders using data and structured analysis
o Set a high quality bar and continuously reinforce a culture of quality and innovation
o Own the operational planning and budgeting for the function
o Own Business Continuity Plan for the function
o Drive continuous focus on process excellence and automation. Influence technology roadmap for tool-development projects to improve process efficiency, quality and end-customer impact
o Set high hiring and performance bar, define and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team

Basic qualifications

- A Bachelor's Degree or higher from an accredited university
- Substantial operations management experience
- 5+ years experience in managing people managers
- Strong experience in managing large (150+) operations teams
- Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
- Experience in engaging with and influencing leadership teams
- Excellent communication (English written & verbal) skills and detail oriented
- Comfortable working in a fast paced, ambiguous, highly collaborative, dynamic work environment
- Proven ability to manage multiple, competing priorities simultaneously

Preferred qualifications

- MBA from a premier management institute
- Six Sigma green belt certified
- Operations experience in ecommerce industry

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