Customer Program Manager - Alexa Data Services Amazon
Medford, MA

Job Description

*Open to filling role in Boston or Seattle*

Alexa is getting smarter all the time, and we are helping to train her! She's offering opinions ("Alexa, what's your favourite ice cream?"), helping run homes ("Alexa, turn the heating up"), searching out facts ("Alexa - what's the longest river in the world?") and even playing games ("Alexa, play 'Would You Rather' "). Every day she listens to thousands of people talking to her about different topics in different languages, and she needs our help to make sense of it all.

Understanding the vast quantities of data that Alexa has to process is no mean feat. At any time we have a host of projects running that use that data to launch new languages, build new features and improve Alexa's understanding of the world. Our internal customers spend their time developing new techniques and approaches for machine learning to make this easier and faster. And in Alexa Data Services we create, label and curate the data that our customers need to launch those languages, build those new features and develop those innovative new techniques and approaches.

If you're an experienced manager with a technical background and a track record of great stakeholder management, then come and help make history with us. Alexa needs you!

The Role

You will be responsible for a number of internal customers as they place orders and request complex bespoke solutions for data labelling within Alexa Data Services. You will work across Alexa Data Services to make sure we meet their needs in terms of content, quality, and timeliness, and manage their expectations at all times. The demand on our services is huge, so you'll be juggling your customers' priorities with our operational capacity and a host of other requirements coming in to us from many other places. Managing expectations and dealing with multiple conflicting requests is something you'll be doing a lot of. Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role.

Handling the volume of data we do is not trivial. Be under no illusions - this is a complex space. When things do go wrong (and they will), you're happy to dive deep and get to the real detail so we can learn and benefit from our mistakes. Dealing with risks and issues is meat and drink to you. You'll need to be a confident communicator, both spoken and written; we thrive on the written word! You can create and present clear, concise and actionable documents, whether working with Operations, or providing updates to business leadership. Your communications skills also help create wide bridges between internal customers and Alexa Data Services, so that we avoid silos and work collectively to deliver the best results.

Both Alexa Data Services and our internal customers are growing at a huge pace, so we will be looking for you to help us improve and often reinvent our processes as we scale. You'll also work closely with the Tech team to help shape our automation and tooling roadmap, and make sure that it supports the processes we're defining. Teamwork and collaboration is key to our success, so your experience of working and leading matrixed, cross functional teams will be really useful. You are able to separate what's important from what's urgent and find the best path forward from among multiple scenarios, earn the trust of stakeholders, and improve the efficiency of our organization. You'll also take pleasure out of coaching and developing less senior members of the team.

Amazon's customers are an obsession for us, and they will be for you. We take their privacy as our overriding priority.

We pride ourselves on our agility; market conditions change quickly and that means that dealing with urgent, last-minute requests is the rule rather than the exception! You will be prepared for the unexpected and will be used to adapting your plans to handle it.

Above all, you'll deliver results in a fast paced, exciting environment!