Program Manager, OPTIMA

The OPTIMA team is seeking an experienced Program Manager to drive scalable and streamlined continuous quality improvement initiatives across processes.

OPTIMA is a global team and enables 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. We enable shopping feature teams to deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10 different languages.

We are seeking a highly organized, detail-oriented Program Manager to join our rapidly growing team. The role is centered on developing insights and eliminating defects in quality that affect business metrics. As part of this role, you will work on:

1. Creating mechanisms to identify, investigate, and solve quality issues impacting the business metrics.
2. Working collaboratively across our partner teams (ex: Science, CX PMs, Engineering, BIE, etc.) to combine efforts to solve problems.
3. Developing data-driven approaches alongside our SWOT/BA teams to rapidly identify opportunity areas and trends at scale.
4. Taking complex opportunities and breaking them down into manageable pieces, ensuring timely delivery of solutions.

Key job responsibilities

As Quality Program Manager you will:

1. Drive appropriate data-oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.
2. Communicate and take the lead role in identifying gaps in process areas and work with all stakeholders to resolve the gaps.
3. Be a subject matter expert for the process and a referral point for in-house and customer teams.
4. Have the ability to drive business/operational metrics through quantitative decision making, and adoption of different tools and resources.
5. Meet deadlines in a fast-paced work environment driven by complex software systems and processes.
6. Perform deep dives in the process and come up with process improvement solutions.
7. Collaborate effectively with customers (Science, Engineering, Product, etc.) to bring improvements to the business metrics.
8. Provide regular updates on project progress and performance, ensuring transparency and alignment with key business goals.
9. Exercise discretion in prioritizing process improvements, aligning them with broader business objectives.
10. Ensure effective risk controls are developed and maintained. Implement corrective actions and maintain commitment to goals, ensuring on-time project completion and minimized losses.
11. Develop and influence new ideas, establishing procedures and practices to promote long-term solutions in dynamic environments.
12. Drive continuous improvement and decision-making strategies.

BASIC QUALIFICATIONS

1. 2+ years of program or project management experience.
2. Strong analytical and problem-solving skills.
3. Strong written and verbal communication skills.
4. Able to prioritize in a complex, fast-paced environment.
5. Ability to influence, negotiate and provide alternative business solutions.
6. Strong operations acumen with an in-depth understanding of how operations ecosystems work.
7. Ability to work with virtual teams and across time zones to develop strategies and foster a cohesive and creative work environment.
8. Experience communicating and presenting to senior leaders and large groups.
9. Minimum knowledge of SQL, SharePoint, Excel, PowerPoint, and Word.

PREFERRED QUALIFICATIONS

1. Knowledge of Lean principles and DMAIC methodology.
2. Experience in MS Access and SQL.
3. Experience in requirement gathering and ability to write clear and detailed requirement documents.
4. Experience in Continuous Improvement using process analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
5. Significant Continuous Improvement Project/Kaizen leader experience.

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