Job Information
Amazon Support Engineer Team Manager, Alexa Information & Ads in Cambridge, United Kingdom
Description
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. Alexa lives in the cloud and is happy to help anywhere there's internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song, read the latest headlines, dim the lights in your living room, and more. Basically, Alexa wants to make your life easier, more meaningful, and more fun by helping you voice control your world, both at home and on the go.
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 Alexa 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:
Liaise with in-country stakeholders to understand customer needs and priorities
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
Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
Track quality, SLAs and performance metrics via internal dashboards
File and track tickets, following up on blocks to productivity
Lead and manage a team of employees
Provide regular, formal & informal feedback for your direct reports
Provide support and guidance to team members whenever necessary
Identify training needs and provide opportunities for team members to develop their skills and knowledge
Create a positive and engaging work environment that motivates team members to perform at their best
Assisting with hiring and training employees
Identify and help implement process-related improvement techniques
Basic Qualifications
Fluency in English, with strong written and verbal communication abilities
Bachelor’s or advanced degree in a relevant field
Experience managing and coaching performance
Demonstrable ability to think about upcoming issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
Ability to thrive under pressure and adapt to a fast-paced environment
Ability to keep up with changing project conventions and newly launching projects
Excellent organizational skills and attention to detail
Strong analytical, communication and interpersonal skills
Experience in understanding metrics and developing them, as required
Experience with accuracy tracking and development, throughput analysis & reporting
Experience leading medium, multi-track, fast-moving teams
Proficient with Microsoft Office products
Preferred Qualifications
Two or more years as an operations, team, project, or program manager
Experience in managing process and operational escalations
Excellent communication, strong organizational skills and very detailed oriented
Exposure to process improvement/quality control tools and methods
Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues
Strong interest in hiring and developing people in their respective roles
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 (https://www.amazon.jobs/en/privacy_page) 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 https://www.amazon.jobs/content/en/how-we-hire/accommodations.
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