Process Lead, Alexa Shopping, Alexa Shopping

Process Lead, Alexa Shopping (Level 4)

Alexa Shopping Operations strives to become the a reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features, devices, and locales. Our primary focus lies in handling annotations for training, measuring, and improving Artificial Intelligence (AI) and Large Language Models (LLMs), enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. By joining us, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.

• We are seeking process leads to join our Alexa shopping operations team. The Process Lead will work with a team of talented individuals, responsible for end to end annotation tasks. The job involves stakeholder connect, process transition, creating metrics, work prioritization, be the subject matter expert for the process, understand annotation needs and create/update process SOPs, train L2 & L3 associates, identify process improvement opportunities and drive solutions quality KRAs for this team.
• They will be the first point of contact to the Alexa Shopping’s feature teams worldwide and must therefore be comfortable and confident liaising with remote teams.

The successful candidate actively seeks to understand Amazon’s core business values and initiatives, and translates those into everyday practices.

• Some of the key result areas include, but not limited to:
• · Experience in managing process and operational escalations
• · Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goal
• · Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations
• · Communicate and take the lead role in identifying Gaps in process areas and work with all stakeholders to resolve the gaps
• · Be a SME for the process and a referral point for peers and junior team members
• · Support Ops manager in hiring, identifying high & low performers within the team, work cross-functionally, and build consensus on difficult issues
• · Has the ability to drive business/operational metrics through quantitative decision making, and adoption of different tools and resources
• · Ability to meet deadlines in a fast paced work environment driven by complex software systems and processes
• · Ability to perform deep dive in the process and come up with process improvement solutions through automations
• · Shall collaborate effectively with other teams and subject matter experts (SMEs) to support launches of new process and services

Basic qualifications

• - Experience collaborating with cross-functional teams
• - Speak, write, and read fluently in English
• - Experience working in a fast-paced, rapidly changing operations environment
• - Experience in managing critical operational processes, with SLA responsibility
• - Experience creating process improvement procedures
• - Experience implementing process improvements
• - Experience working cross functionally to implement and optimize workflows

Preferred qualifications

• - Knowledge of CSV, JSON, Markdown or python
• - Knowledge of machine learning approaches and algorithms

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