Front Line Manager, Machine Learning Data Ops, Manager I, MLD Ops, GO-AI(Job ID: 2881503)

Customer Service, Information Technology, Multiple Jobs
Maharashtra
February 3, 2025
Full Time
Urgent
Application deadline closed.

Job Description

Company: Amazon
Job Type: Full-Time
Location: Pune, Maharashtra, India
Job Category: Information Technology, Customer Service
Experience: 4-5 years (18 months as team leader/manager)
Expected Salary: ₹15-₹30 Lakhs per Year (based on experience and qualifications)
Website: Website info
Contact: Contact us

Job Description:

Join Amazon’s Global Operations – AI (GO-AI) team and be part of the team that is
revolutionizing the way we handle operational exceptions in Amazon’s robotic fulfilment
centers globally.
As a Front-Line Manager in Machine Learning Data Ops, you will play a pivotal role in
leading, motivating, and managing a team of back-office associates. You will create a highperformance culture, oversee process improvements, and drive operational excellence in
a fast-paced, dynamic environment.
If you’re a leader with a passion for customer service and data-driven decision-making,
this is the role for you!

Responsibilities:

  • Lead and manage a team of 20-25 back-office associates, setting team goals and
    ensuring operational and qualitative KPIs (like APL, SPL, and quality scores) are
    met.
  • Conduct regular 1x1s with team members to measure developmental and
    performance goals.
  • Ensure that all processes are compliant with company policies and guidelines.
  • Oversee daily operations, manage workflows, and handle escalations to ensure
    timely service delivery.
  • Analyse data to identify trends, bottlenecks, and opportunities for process
    improvements.
  • Develop and implement continuous learning and development initiatives for the
    team.
  • Ensure the team is highly motivated, engaged, and aligned with Amazon’s
    customer obsession culture.
  • Prepare and present performance reports, SOPs, and other operational metrics.
  • Drive bar-raising initiatives focused on hiring and developing top talent.
  • Collaborate with internal teams (ACES, Training, Quality, etc.) to execute process
    improvements and coaching sessions.
  • Manage performance through effective use of MS Excel for data analysis and
    reporting.

Requirements:

  • Graduate or equivalent degree.
  • Minimum 4 years of experience, including at least 18 months as a team leader or
    manager in a customer service or back-office environment.
  • Excellent communication skills, both verbal and written (in English).
  • Strong leadership abilities with a proven track record of managing and motivating
    teams.
  • Ability to observe, analyse, and identify process improvement opportunities.
  • Comfortable working under pressure, with a customer-centric attitude and
    analytical mindset.
  • Advanced proficiency in Microsoft Excel (pivot tables, charts, data analysis, etc.).
  • Experience managing critical operational processes, with SLA responsibilities.
  • Ability to work in a flexible 24/7 environment, including weekends and holidays.

Preferred Qualifications:

  • Knowledge of databases and experience querying and analysing large data sets.
  • Familiarity with Lean Six Sigma tools; Green Belt certification is a plus.
  • Experience in driving business improvements through data analysis.
  • Prior experience working with large datasets and delivering actionable insights
    for business decision-making.

What We Offer:

  • An opportunity to work with one of the world’s most customer-centric companies
    in a high-impact role.
  • A dynamic and challenging work environment where you can make a direct
    contribution to improving Amazon’s operations.
  • Competitive salary and benefits package.
  • Opportunities for personal and professional growth, including exposure to global
    teams and technologies in AI and machine learning.

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