Job Description

DESCRIPTION

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Program Manager to lead one of the verticals within the GO-AI Operations Support Center (OSC). This role oversees a team of 300+ OSC experts, driving excellence in Standard Operating Procedures (SOPs), audit frameworks, and annotation quality to support AI/ML models.



Key job responsibilities

Strategic Leadership

Lead program and change management initiatives for OSC operations

Develop and implement strategies to enhance SOP management, training, and audit processes

Drive SLA metrics for accuracy, program onboarding, and customer experience

Program Management

Evaluate and prioritize new annotation program requests based on risk analysis

Design and implement robust sampling methodologies for various audit types

Monitor OSC program health through KPI tracking and improvement initiatives

Generate insights for process automation and Gen-AI implementation

Stakeholder Management

Partner with internal/external stakeholders on SOPs, audits, and training processes

Present findings and recommendations to senior leadership

Manage executive customer relationships and key business stakeholders

Team Leadership

Lead and develop a high-performing team of 300+ professionals

Drive continuous improvement and innovation in OSC processes

Implement training initiatives for team upskilling



About the team

The GO-AI team provides augmented learning in the Machine Learning pipeline for Amazon Robotic Fulfillment Centers globally. We deliver Near Real Time-Human in the Loop (NRT-HITL) solutions requiring high cognitive ability through annotation workforce management and specialized central teams, supporting programs like Nike, CPEX, ADAR, and other Fulfillment Technology initiatives.

BASIC QUALIFICATIONS

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MBA PMP certificate 7+ years of team management experience 7+ years of program or project management experience Experience defining program requirements and using data and metrics to determine improvements 10 + Experience in annotations, training, audits, or operations

PREFERRED QUALIFICATIONS

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Amazon Fulfillment Center Experience


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