Senior Program Manager - IVA & QAM, Alexa Data Services

Job Description

Job summaryThe Senior Program Manager IVA is accountable for the overall direction, operations for IVA at Chennai and QAM Program Management for Hyderabad & Chennai, creating a culture of customer obsession, high-performance and high-quality throughput. With operations managers and team managers as direct reports this role enables the achievement of service levels, performance & cost goals and successful program implementation. As the Senior Program Manager, you are responsible for the performance management, goal setting and career development of their line reports to ensure effective succession planning is in place. The successful manager will be obsessed with quality improvement, experienced and highly committed to creating world class automation for regression and feature testing, able to develop and drive a high-level strategy, as well as take a hands-on approach to implementing that strategy. You will be a crucial influencer working with designers and the product team to build software that millions will use. You will work closely with other teams across Alexa to design and architect solutions that will scale to hundreds of millions of customers. The successful candidate is an experienced and hands-on manager who can build a high performing test team.You work in an ever-changing environment where every day brings ambiguously defined problems, new challenges and new opportunities.You are able to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work.This position involves regular communication with senior management on project status and risks. People Management, cross-team coordination, project management and executive presentation skills are essential.Key job responsibilitiesKey job responsibilitiesIn this role, you will:Senior Program Manager - IVA Set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice Responsibilities include understanding how all the various parts of the Alexa ecosystem work, developing QA approaches that fit the overall strategy, overseeing the execution of test plans, and monitoring the progress of testing. Develop, implement, or change processes as necessary to allow ADS to scale at an accelerated pace, while managing cost and, without impacting customer experience Implement bar-raising programs aimed at hiring and developing top talent and build career development road-map for site operations teams Inspire front line teams to go beyond the standard call of duty to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams. Create closed-loop feedback processes where data associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools. Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations. Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of Foster a work environment that respects and is responsive to the needs of a diverse staff Achieve site-wide improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics. Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain and data associate frustration. Improve the experience of the data associates & managers as measured by improvements in attrition and employee engagement surveys. Work with Operations Engineering leadership / Engineering managers to clearly articulate feature requirements for associate toolsets, user interfaces, and business logic for the efficient handling of work volumes.Sr QAM Program mgmt This role Identifies gaps to goal and partner with Operations (across sites within the region) to dive deep and establish Path-to-Green (PTG). Sr QAM to provide strategic direction to internal quality WBRs, align with Operations, and own reviewing the regional PTGs in Global Quality WBRs. The Sr QAM partners with Quality Product Owner(s) to shape the product roadmap, identify new features and requirements, and prioritize requirements based on business needs and Ops inputs. Sr QAM works jointly with Tech for any systemic changes and be the voice of operations to liaise with the Tech team and owns the content of all Quality dashboards. Sr QAM will liaise with Business Intelligence to: a) ensure data accuracy at all times, b) scope and integrate dashboard feature enhancements, c) drive bug fixes and escalate roadblocks. This role holder owns all the Quality metrics across customers, work-types and locales supported by the region. Sr QAM be the conduit between Operations and other cross-functional teams (Product, Program, Tech) for any pilots or experimental work for quality improvement initiatives. Establish mechanisms to drive all the above responsibilities; review and course correct mechanisms on an ongoing basis, Basic qualifications Bachelors degree in Engineering, Science, Supply Chain and/or Geographic Information Systems (GIS), Experience/Expertise with Image and Video Annotation Experience with people management and operations leadership. 10+years of experience in managing operations team. Experience in a management role in a technical/customer service/data operations environment Experience of creating and contributing to strategic planning processes Experience in managing cost center Experience in leading large teams to high levels of performance Experience in developing future leaders and creating tailored succession plans Experience as a project owner / sponsor for strategic step change initiatives and enabling innovative thinking in project teams Experience working on MS Excel, analyzing data and presenting to senior management Experience in leading speech data operations Exhibits excellent judgment Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation Experience hiring and developing great people/leaders Experience in building a culture of empowerment, accountability and continuous improvement Has relentlessly high standards Proven ability to think strategically, but stay on top of tactical execution Expects and requires innovation of her/his team and creates an environment that fosters creative thinking Excellent verbal and written communication skills across all organizational levels Proven ability to make and implement decisions Degree in management or linguistics field desirable

Keyskills :
managementprogram managementagilebudgetingcall of dutyexecutive presentation skills