Support Engineer Team Manager, Alexa Information & Ads

Redefined Ltd; Cambridge; On-site; GBP 60,000 - 80,000

Job description

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

1. Liaise with in-country stakeholders to understand customer needs and priorities
2. 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
3. Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
4. Track quality, SLAs and performance metrics via internal dashboards
5. File and track tickets, following up on blocks to productivity
6. Lead and manage a team of employees
7. Provide regular, formal & informal feedback for your direct reports
8. Provide support and guidance to team members whenever necessary
9. Identify training needs and provide opportunities for team members to develop their skills and knowledge
10. Create a positive and engaging work environment that motivates team members to perform at their best
11. Assisting with hiring and training employees
12. Identify and help implement process-related improvement techniques

BASIC QUALIFICATIONS

1. Fluency in English, with strong written and verbal communication abilities
2. Bachelor's or advanced degree in a relevant field
3. Experience managing and coaching performance
4. 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
5. Ability to thrive under pressure and adapt to a fast-paced environment
6. Ability to keep up with changing project conventions and newly launching projects
7. Excellent organizational skills and attention to detail
8. Strong analytical, communication and interpersonal skills
9. Experience in understanding metrics and developing them, as required
10. Experience with accuracy tracking and development, throughput analysis & reporting
11. Experience leading medium, multi-track, fast-moving teams
12. Proficient with Microsoft Office products

PREFERRED QUALIFICATIONS

1. Two or more years as an operations, team, project, or program manager
2. Experience in managing process and operational escalations
3. Excellent communication, strong organizational skills and very detailed oriented
4. Exposure to process improvement/quality control tools and methods
5. Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues
6. Strong interest in hiring and developing people in their respective roles
7. 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.