Program Manager to lead one of the verticals within the GO-AI Operations Support Center (OSC). This role oversees a team of 300+ OSC experts, driving excellence in Standard Operating Procedures (SOPs), audit frameworks, and annotation quality to support AI/ML models.

Key job responsibilities
Strategic Leadership
Lead program and change management initiatives for OSC operations
Develop and implement strategies to enhance SOP management, training, and audit processes
Drive SLA metrics for accuracy, program onboarding, and customer experience
Program Management
Evaluate and prioritize new annotation program requests based on risk analysis
Design and implement robust sampling methodologies for various audit types
Monitor OSC program health through KPI tracking and improvement initiatives
Generate insights for process automation and Gen-AI implementation
Stakeholder Management
Partner with internal/external stakeholders on SOPs, audits, and training processes
Present findings and recommendations to senior leadership
Manage executive customer relationships and key business stakeholders
Team Leadership
Lead and develop a high-performing team of 300+ professionals
Drive continuous improvement and innovation in OSC processes
Implement training initiatives for team upskilling

About the team
The GO-AI team provides augmented learning in the Machine Learning pipeline for Amazon Robotic Fulfillment Centers globally. We deliver Near Real Time-Human in the Loop (NRT-HITL) solutions requiring high cognitive ability through annotation workforce management and specialized central teams, supporting programs like Nike, CPEX, ADAR, and other Fulfillment Technology initiatives.- MBA
- PMP certificate
- 7+ years of team management experience
- 7+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- 10 + Experience in annotations, training, audits, or operationsPrevious experience leading teams that provide annotations for AI/ML
Previous experience of working in ACES/Training/ICQA in Amazon Fulfillment Centers
Previos experience leading Quality Assurance teams

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