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Program Operations

Customer Success | San Francisco, CA | Full Time

Job Description

About Us

Appen collects and labels images, text, speech, audio, and video used to build and continuously improve the world’s most innovative artificial intelligence systems.

With expertise in more than 180 languages, a global crowd of over 1 million skilled contractors, and the industry’s most advanced AI-assisted data annotation platform, Appen solutions provide the quality, security, and speed required by leaders in technology, automotive, financial services, retail, manufacturing, and governments worldwide.

Founded in 1996, Appen has customers and offices around the world. Appen is listed on the Australian Securities Exchange (ASX) under the symbol APX.

Who You Are

We’re looking for a Program Operations Manager who has a proven track record for excellence and is eager to learn how AI works in the real world. You are someone who loves working in a collaborative team environment, building relationships and driving value to our customers. 

As a Program Operations Manager, you will be responsible for coordinating distributed teams towards customer project delivery while simultaneously managing key stakeholder relationships. You will manage Customer projects, enforce BPO (vendor)  performance metrics and optimize team efficiency. 

Responsibilities

  • Project Management

  • Workforce Management

  • Deliver complex ML projects for Appen’s Customers while managing competing priorities and multiple deadlines. 

  • Communicate in a timely, clear and concise manner to stakeholders including Solutions Consultants, Sales, Professional Services and Customer Success. 

  • Ensure key project goals (timeline, quality, throughput and budgets) are clearly communicated, understood and executed upon.

  • Actively track workload and capacity. 

  • Maximize impact of offshore workforce via process improvements and thought leadership. 

  • Oversee preparation of guidelines, training manuals and project-related materials.

  • Provide regular reporting on project status, as well as more in-depth analysis as required both to internal and external stakeholders.

Qualifications

  • 4+ years of work experience, including project or program management, operations, or workforce management. 

  • Experience working with large offshore teams.

  • Proficiency in building relationships with diverse stakeholders who are located globally. 

  • Proven track record of creative problem solving and process improvements. 

  • Strong organization, prioritization and communication skills. 

  • Exemplify Appen’ core values of honesty, humility, grit and performance.

  • Enjoy a dynamic, fast paced environment where every day and each challenge is different.

Bonus Points For

  • SQL knowledge 

  • JIRA knowledge