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:
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.
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.
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.
Bolstering the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation.
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.
