Manager II – ML Data operations, (GO-AI) (Level 5) at Amazon

Manager-II, Operations at Amazon's Global Operations – AI (GO-AI) is responsible for managing a team and facilitating flow of information across multiple stakeholders to resolve issues impacting customer experience or business continuity.

About the Team

Global Operations – Artificial Intelligence (GO-AI) is a part of Amazon Robotics (AR) in Fulfillment Technologies & Robotics (FTR). GO-AI enables Computer Vision (CV) and ML‑based automation by delivering high‑quality data to improve AI and Machine Learning product lifecycle through near real‑time human‑in‑the‑loop (NRT HITL) and offline annotations.

Key Responsibilities

• Handle the in‑house Operations delivery (VCC), leading a team of up to 100–120 associates supported by 5–6 team managers (first‑line managers) to improve accuracy and maintain service levels; also meet other SLAs, KPIs, internal shrinkage and retention targets.
• Fully accountable for the results of the reporting teams at the GOAI center.
• Conduct regular reviews with the team.
• Drive overall performance for the team.
• Identify improvement opportunities and drive process improvement projects.
• Establish governance structure for day‑to‑day operations.
• Enhance adherence to compliance guidelines as required and dedicated by the program.
• Hold regular touch‑base meetings with internal stakeholders and different departments.
• Be open to domestic and overseas travel as needed.
• Manage performance, including annual appraisals for the team.
• Lead key projects for the program.

Basic Qualifications

• Bachelor’s degree or equivalent.
• 8+ years of overall experience, including 4–5 years of managerial exposure in Operations (directly or via vendor management) in a non‑voice, customer‑service environment.
• Track record of successfully running large teams (100+ employees) from the ground up.
• Extensive experience handling remote teams.
• Experience in operations, quality, or training domains within BPO/Captive Operations.
• Demonstrated ability to overcome time‑zone and geographic distance to drive cross‑functional initiatives and ensure compliance with business policies.
• Familiarity with general workflow principles in voice and non‑voice environments.
• Experience managing both domestic and international operations with remote teams.
• Entrepreneurial mindset with experience running independent operations (advantage).
• Analytical mindset capable of analysing key process indicators to identify improvement opportunities and implement action plans.
• Strong oral and written communication skills; ability to communicate with senior leaders.
• Clear leadership capability, able to set clear goals, inspire confidence, prioritize tasks, align resources, and establish an upbeat motivated culture.
• Creativity, experimentation, and innovation to drive projects with urgency in a fast‑paced environment.