At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon’s voice AI, living in the cloud and ready to help anywhere there's internet access.
Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexa’s knowledge base so that Alexa can understand and answer more questions from customers in all languages.
You will manage a team of Data Associates and Support Engineers across multiple languages to maintain and develop our speech and language technology, helping drive and manage all aspects of performance.
If you are a proactive, adaptable, and quality-driven leader who thrives in a collaborative environment, we invite you to apply for this Team Manager role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and people development to make a direct impact on the Alexa customer experience.
Key job responsibilities
As a Team Manager, you will have demonstrable ownership of data, efficiency, and accuracy along with a passion for people management. Specifically, the Team Manager will:
1. Liaise with in-country stakeholders to understand customer needs and priorities
2. Utilize sprint boards to manage task assignment across various workflows, prioritizing requests from your stakeholders for delivery via your direct reports on a day-to-day basis to quality standards
3. Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
4. Track quality, SLAs, and performance metrics via internal dashboards
5. File and track tickets, following up on blocks to productivity
6. Lead and manage a team of employees
7. Provide regular, formal & informal feedback for your direct reports
8. Provide support and guidance to team members whenever necessary
9. Identify training needs and provide opportunities for team members to develop their skills and knowledge
10. Create a positive and engaging work environment that motivates team members to perform at their best
11. Assist with hiring and training employees
12. Identify and help implement process-related improvement techniques
Minimum Requirements
1. Two or more years as an operations, team, project, or program manager
2. Experience in managing process and operational escalations
3. Excellent communication, strong organizational skills, and very detail-oriented
4. Exposure to process improvement/quality control tools and methods
5. Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues
6. Strong interest in hiring and developing people in their respective roles
7. Experience/Familiarity in SQL
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.
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. For individuals with disabilities who would like to request an accommodation, please visit our accommodations page.
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