Annotation Auditor Manager, Community Moderation
About the job
Description
Our overarching goal is to be the most customer-focused organization on Earth. We want Amazon to be the online destination for our customers to search, explore, and purchase anything. We shall make every effort to fulfil the desires of our clients. Amazon will provide our consumers with top-notch AI-generated experiences with your assistance.
Amazon is seeking a Group Manager with a Cape Town basis who will oversee a group of auditor specialists and annotators who work together to generate high-quality data for machine learning models by providing human-in-the-loop labels and annotations. Our goal is to work with a leader of leaders who can inspire, nurture, and expand their team while assisting them in accomplishing our corporate objectives.
Ensuring analysts are supported to provide a world-class experience is the top goal for this function. You’ll need to be a leader who puts the needs of their team members first and makes sure that flaws don’t stay in the job. Managing the overall performance of the teams within your purview and supervising the operational delivery of organizational goals will be your duties.
To enable the supply of high-quality labelled/annotated data to support the delivery of ML AI model experiences, the ideal group manager makes sure that the team’s priorities and duties are in line. In order to do this, the perfect group manager encourages, develops, and supports their staff to create a productive workplace where employees are motivated and feel proud of their work.
You will be in charge of your team’s overall performance and operational delivery, which means you’ll need to collaborate with important support departments like site Work Flow and Quality Assurance to assess performance trends and opportunities and take appropriate action to raise the calibre of performance and service level.
Your analysts will use you as a point of escalation when they need to address problems or obstacles that are affecting the customer experience. As the team representative in the larger firm, you will be responsible for coming up with ideas, carrying them out, and representing the team’s performance in regular meeting procedures like metric calls. When operational points of contact are needed to coordinate launches, messages, or reviews, you will also be a crucial partner for business teams.
Key job responsibilities
Leadership
- understands and conveys the goals, vision, and strategy of Amazon
- Passionate about providing a good client experience and able to remain calm under pressure
- Shows the capacity to organize, grow, lead, and oversee a team; provide general guidance, performance, coordination, and assessment
- Experience choosing and evaluating candidates who will uphold Amazon’s high standards of performance
- As a leader of leaders, you know how to foster and advance your leadership abilities.
- Good listener, with strong interpersonal and communication skills, and experience interacting with people up to the director level.
- uplifting speaker who understands when to hold challenging conversations
- Capacity to lead group conversations and convey business messages with assurance
- keeps a high standard of professionalism and amiability
able to quickly adjust to shifting conditions, strategies, and directions - The capacity to plan, arrange, and prioritize tasks
demonstrated proficiency in data management, reporting, and analysis - knowledge of overseeing key performance indicators for businesses
- Assist in creating and executing training plans to raise team performance and quality.
Operational Delivery
- recognizes the fundamentals of service delivery operations and makes use of data to promote ongoing improvement
- Capacity to create metric reviews using data and insights
- Help and encourage the development of operational strategies to enable peak ramp-up and -down within your control area and ensure that your firm is ready for launch.
- serves as the operational spokesman for business teams, helping them to comprehend the partner’s perspective on important process or policy changes.
- creates strategies to evaluate and try out novel approaches to providing services
Continuous Improvement
- oversees and takes part in Kaizen activities to enhance the experience for associates and customers.
- uses data to pinpoint areas where service delivery has to be continuously improved
- Responds to concerns raised by team members and collaborates with
- other departments to find solutions.
- Promote process enhancements to raise the site’s operational effectiveness.
- Recognizing and making use of the resources offered by departments, internal systems, policies, and procedures
About The Team
Our team combines machine learning, classification algorithms, and scalable platform services to have a daily cross-organizational impact. We are passionate about human motivation and behaviour. To make sure other teams consider customer trust, we assess user research, customer experience knowledge, data, and cross-Amazon Moderation expertise.
We are open to hiring candidates to work out of one of the following locations:
Cape Town, ZAF
Basic Qualifications
Candidates must have completed a Matric/Grade 12/NQF4 or equivalent of higher qualification (S)
- Three years of minimum experience managing people in Amazon CS, or
- four years of minimum experience managing people, particularly as a leader of leaders in a comparable capacity.
- citizen of South Africa, a permanent resident, and the possessor of the authorization to work in South Africa
Preferred Qualifications
- advanced computer proficiency with a range of applications, such as Quicksights, Tableau, MS Office, and basic SQL queries.
- Excellent communication skills both in writing and speaking.
- Understanding of Lean and Six Sigma Processes
at least a year’s worth of project management experience - A minimum of one year’s worth of experience working in customer service, sales, or collections at a contact centre
- Prior Communities have positive experiences
As an equal opportunity employer, we at Amazon value your drive to learn, create, simplify, and build. All members of the public, regardless of age, gender, disability, sexual orientation, color, religion, or belief, are encouraged to apply. Amazon is a company that is steadfastly committed to diversity. since such, it notably encourages South African nationals who belong to specific groups to apply, since they may be able to advance workplace equity and intellectual diversity. When selecting possible applicants, the applicable legislation and employment equity principles will be taken into account.
By legislation, we have to confirm that you are able to work in South Africa. Along with an updated curriculum vitae, Amazon needs you to submit a copy of your passport or identity document, as well as any relevant work permit if you are a foreign national.
Company – Amazon Development Centre (South Africa) (Proprietary) Limited
Job ID: A2523913