We are looking for a Process Lead who will play a pivotal role in managing operations and process improvements within the Alexa Shopping Operations team. As the Process Lead, you will be responsible for overseeing the implementation of process changes, managing escalations, and driving operational excellence. Your efforts will directly impact the development of AI systems that power Alexa and Amazon’s shopping features.

You will leverage your expertise in process management, data analysis, and problem-solving to drive continuous improvement in workflows, ensuring the highest levels of quality, reliability, and efficiency across all processes. Additionally, your proficiency in Spanish will be essential for collaborating with international teams and ensuring that operational processes are successfully implemented across various locales.

Key Responsibilities

1. Process Management. Manage operational escalations, ensuring smooth execution of process changes and milestones across multiple business areas, and provide timely updates to stakeholders.
2. Process Improvement. Actively identify gaps in current processes, recommend and implement improvements, and lead process enhancement initiatives to drive operational excellence.
3. Data-Driven Decision Making. Use quantitative analysis and data-driven insights to influence business and operational decisions, ensuring the adoption of the best technologies and solutions for improved performance.
4. Stakeholder Communication. Lead communication with internal stakeholders, including senior leadership, ensuring smooth transitions and clear understanding of process changes, milestones, and escalations.
5. Cross-Functional Collaboration. Collaborate with other teams such as Language Engineers (LaEs), subject matter experts (SMEs), and technical teams to support new process implementations and service launches.
6. Leadership and Mentoring. Guide and mentor associates, ensuring adherence to Standard Operating Procedures (SOPs) and providing leadership in problem-solving and decision-making.
7. Operational Metrics. Regularly track and analyze operational and customer metrics, identify trends, and implement solutions to improve performance.
8. Agility in a Fast-Paced Environment. Adapt to changes and shifting priorities while ensuring that deadlines and quality standards are met in a dynamic, fast-paced work environment.

Basic Qualifications

• Bachelor’s Degree or equivalent experience, with at least 3+ years of relevant experience in process management, operations, or related roles.
• Spanish Proficiency. Strong verbal and written communication skills in Spanish (B2/B2.2 or C1 level or above).
• Analytical Skills. Ability to analyze and interpret complex Standard Operating Procedures (SOPs) and make data-driven decisions.
• Problem-Solving. Excellent problem-solving skills, with a proactive approach to identifying and addressing process inefficiencies.
• Communication & Leadership. Strong interpersonal and communication skills, with experience guiding and mentoring team members to ensure adherence to processes and drive continuous improvement.
• Adaptability. Ability to thrive in a dynamic, fast-paced environment and manage multiple projects simultaneously.

Preferred Qualifications

• Experience with Artificial Intelligence (AI) or Large Language Models (LLMs), including tasks like prompt generation and working with open AI technologies.
• Familiarity with Reinforcement Learning from Human Feedback (RLHF).
• Previous experience in process optimization and managing complex operational workflows.
• Strong knowledge of SOPs and experience in developing actionable plans for process enhancements.

Why Amazon?
At Amazon, you’ll have the opportunity to work at the forefront of technological innovation, solving complex problems that impact millions of customers worldwide. As part of the Alexa Shopping Operations team, you will be contributing to the next generation of AI-powered shopping experiences, while working in a highly collaborative, fast-paced environment. This role offers excellent opportunities for personal and professional growth as you work alongside some of the brightest minds in AI and process management.

What We Offer

• Competitive salary and comprehensive benefits package.
• A fast-paced, collaborative environment that fosters continuous learning.
• Opportunities to work with cutting-edge AI technologies and influence the direction of the Alexa shopping experience.
• A diverse, inclusive, and supportive work culture.

Equal Opportunity Employer. Amazon is an equal opportunity employer. We are committed to diversity and inclusion in the workplace, and we encourage individuals from all backgrounds to apply. Amazon considers all applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected status.