Support Engineer Team Manager, Alexa Information & Ads
Description For Support Engineer Team Manager, Alexa Information & Ads
At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon's voice AI, living in the cloud and ready to help anywhere with internet access. As a Support Engineer Team Manager for the Knowledge International Operations team in Cambridge, UK, you'll be responsible for managing a team of Data Associates and Support Engineers across multiple languages. Your role will involve maintaining and developing Alexa's speech and language technology, driving performance, and directly impacting the Alexa customer experience.
Key responsibilities include:
- Liaising with in-country stakeholders to understand customer needs and priorities
- Managing task assignments and prioritizing requests using sprint boards
- Ensuring productivity through supervision, training, and performance analysis
- Tracking quality, SLAs, and performance metrics
- Leading and managing a team, providing regular feedback and support
- Identifying training needs and implementing process improvements
This role offers an excellent opportunity to leverage your technical expertise and people development skills in a fast-paced, innovative environment. You'll be at the forefront of voice AI technology, helping to make Alexa smarter and more capable across multiple languages and cultures.
Join Amazon's Alexa team and be part of shaping the future of voice-controlled AI, making life easier and more enjoyable for millions of users worldwide.
Responsibilities For Support Engineer Team Manager, Alexa Information & Ads
- Liaise with in-country stakeholders to understand customer needs and priorities
- Utilize sprint boards to manage task assignment across various workflows
- Ensure productivity through supervision, training, and performance analysis
- Track quality, SLAs and performance metrics via internal dashboards
- File and track tickets, following up on blocks to productivity
- Lead and manage a team of employees
- Provide regular feedback for direct reports
- Identify training needs and provide opportunities for team development
- Create a positive and engaging work environment
- Assist with hiring and training employees
- Identify and help implement process-related improvement techniques
Requirements For Support Engineer Team Manager, Alexa Information & Ads
- Fluency in English with strong written and verbal communication abilities
- Bachelor's or advanced degree in a relevant field
- Experience managing and coaching performance
- Ability to think about upcoming issues and provide solutions
- Ability to thrive under pressure and adapt to a fast-paced environment
- Excellent organizational skills and attention to detail
- Strong analytical, communication and interpersonal skills
- Experience in understanding metrics and developing them
- Experience with accuracy tracking, throughput analysis & reporting
- Experience leading medium, multi-track, fast-moving teams
- Proficient with Microsoft Office products
Jobs Related To Amazon Support Engineer Team Manager, Alexa Information & Ads
