Operations Manager
- Remote
- Toronto, Ontario, Canada
- Ridgefield Park, New Jersey, United States
+1 more- Innodata Services LLC
Job description
Location: Remote in North America
Who we are:
Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2,000 customers and operations in 13 cities around the world, we are the AI technology solutions provider-of-choice to 4 out of 5 of the world’s biggest technology companies, as well as leading companies across financial services, insurance, technology, law, and medicine.
By combining advanced machine learning and artificial intelligence (ML/AI) technologies, a global workforce of subject matter experts, and a high-security infrastructure, we’re helping usher in the promise of clean and optimized digital data to all industries. Innodata offers a powerful combination of both digital data solutions and easy-to-use, high-quality platforms.
Our global workforce includes over 3,000 employees in the United States, Canada, United Kingdom, the Philippines, India, Sri Lanka, Israel and Germany. We’re poised for a period of explosive growth over the next few years.
About the Role
At Innodata, we’re working with the world’s largest technology companies to develop the next generation of AI and large language models (LLMs). We’re looking for an experienced and innovation-minded Operations Manager who thrives supervising a dynamic, complex, and global program.
You’ll work hands-on at the leading edge of natural language understanding, computer vision, and human/AI-in-the-loop workflows. You’ll work cross-functionally to engage with Program Managers, training & quality managers, and language specialists to deliver high quality data services across multiple languages and workstreams. As a subject matter expert in data annotation/labeling, localization, and human in the loop workstreams, you’ll drive continuous improvement in processes and KPIs. You’ll collaborate with the customer, engineers, and other specialists to develop AI that augments and automates workflows, in turn increasing efficiency and reducing costs for our customers.
You'll own the end-to-end delivery of a project and ensure customer satisfaction. You’ll apply your critical thinking skills to manage change and conduct root cause analysis to solve problems that may arise. You’ll leverage your experience creating insightful and crisp status reports and conduct weekly and quarterly business reviews and support the Program Manager.
Key Responsibilities
As an Operations Manager, you will be joining a truly global team of subject matter experts across a wide variety of disciplines and will be entrusted with a range of responsibilities. We’re seeking self-motivated, independent, and hands-on professional who enjoys both liaising with the customer and collaborating with specialists around the world.
In this position, you’ll manage the overall performance and governance of the Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW, promptly identify and resolve Service delivery issues including implementation of preventive measures, handle transition management during set-up phase or expansion phase.
As a key player in the Operations teams, you’ll support the deployment of infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service level reporting mechanisms.
As a key leader, you’re to provide exceptional people management, mentorship, and career development to members, including your managers and agents/raters, achieve low attrition levels and high employee engagement. Drive Operations teams to deliver continuous improvement and productivity gains. Flag and escalate business risks to both internal and external stake holders, keeping mind the internal strategies to support Innodata overall Project Delivery goals and objectives.
Below are some responsibilities and tasks of our Operations Manager role:
Leading end-to-end small to medium project deployment in collaboration with the Total Quality Management (TQM) teams and all stakeholders.
Supporting total customer satisfaction.
Supporting all strategies, processes and initiatives of TQM teams and promote collaboration of all Operations leaders as needed. Playing an active role in improving policies, products, process and support system processes by providing insights and offering suggestions including feedbacks from the teams.
Translating business requirements into operations plans.
Crafting and implementing tracking, monitoring and reporting methodologies of all SLAs required per SOW. Ensuring achievement of KPIs, directing Root Cause Analyses documentation among team members and defining resolution and operations strategies to achieve all SLAs.
Assessing and prioritizing the top-operations issues affecting the team.
Collaborating with all support teams, implement project and process kick-offs, monitor and report project/process/initiative status, initiate resolution discussions for any challenges. Manage, monitor and communicate change delivery items as needed.
Overseeing new hire deployment status to client platforms and knowledge of SLAs. Coordinating mutual goals with TQM teams.
Initiating productivity, process, security and facilities improvement plans. Partnering with TQM teams to ensure alignment.
Bolstering the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation.
Supporting management on business and expansion strategies, revenue and profitability goals, and overall financial improvement plans.
Manage all personnel resource sourcing, scheduling, prioritization and tasking for your project.
Coaching and mentoring all leaders within your span including how they should drill down on the same people management strategies to agents.
Manage pilots, perioding and continuous tasks, and seek to improve the scalability and capability of the team supporting the program.
Collaborate closely with internal/external stakeholders, program managers, quality & training managers, language specialists, team leads, and others to produce the best possible work and the highest quality data.
Explore ways to automate/augment workflows using AI or other innovations.
Keep up with the evolving capabilities and vulnerabilities of LLMs and help your team’s methods evolve with them.
Monitor, report and drive continuous improvement of project-level productivity and KPIs, including operational and quality metrics/acceptance criteria.
Identify and mitigate risks and issues affecting project delivery and escalate as needed.
Foster a collaborative team environment, promoting open communication and effective teamwork.
Ensure adherence to project management best practices and organizational policies.
Job requirements
What You’ll Need to Bring:
Dynamic leader with experience and passion for managing large diverse teams of experts across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
Strategic thinker with strong analytical and problem-solving skills.
3-5+ years of experience in operations and people management experience, including managing leaders, and a strong desire to develop team members.
Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment.
Adaptable and energized by a fast-paced environment.
Possesses creative energy, drive, initiative, commitment, and enthusiasm.
Exceptional candidate with Bachelor’s degree or equivalent required experience. Certification on Project Management or Six Sigma a plus.
Excellent writing and verbal communication skills (in English), experience working across languages and cultures.
Ability to navigate ambiguity with grace.
Adaptability to thrive in a dynamic environment, with the agility to adjust to evolving guidelines, shifting prioritization and changing customer requirements.
Excellent leadership, organizational, and communication skills.
Proficiency in project management software and tools (e.g., Microsoft Project, JIRA, Asana).
Strong analytical and problem-solving abilities.
Experience working in a collaborative and cross-functional team environment.
Minimum Education Requirements
Bachelor’s degree or higher in Computer Science, Artificial Intelligence, Machine Learning, Linguistics, Localization or a related field.
What We Offer
Fully remote work environment
Collaborative culture – and key tools enabling it
Competitive compensation package
Health, dental & vision benefits
Employee Assistance Program (EAP)
Career development & progression opportunities
Paid vacation & personal days as well as sick days
We are an equal opportunity employer committed to fostering an inclusive, respectful, and diverse workplace. We welcome and encourage applications from individuals of all backgrounds and are dedicated to employment equity and building a team that reflects the diverse communities in which we live and operate.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), we are committed to providing accommodations throughout the recruitment and selection process. If you require an accommodation, please let us know, and we will work with you to meet your needs.
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