Operations Manager

Location: Remote in North America

Who we are:

Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2000 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 worlds 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 were 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 3000 employees in the United States Canada United Kingdom the Philippines India Sri Lanka Israel and Germany. Were poised for a period of explosive growth over the next few years.

About the Role

At Innodata were working with the worlds largest technology companies to develop the next generation of AI and large language models (LLMs). Were looking for an experienced and innovation-minded Operations Manager who thrives supervising a dynamic complex and global program.

Youll work hands-on at the leading edge of natural language understanding computer vision and human/AI-in-the-loop workflows. Youll 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 youll drive continuous improvement in processes and KPIs. Youll 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.

Youll own the end-to-end delivery of a project and ensure customer satisfaction. Youll apply your critical thinking skills to manage change and conduct root cause analysis to solve problems that may arise. Youll 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. Were 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 youll 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 youll 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 youre 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 teams 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.

What Youll 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 Bachelors 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

• Bachelors 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.

Please be aware of recruitment scams involving individuals or organizations falsely claiming to represent employers. Innodata will never ask for payment banking details or sensitive personal information during the application process. To learn more on how to recognize job scams please visit the Federal Trade Commissions guide at you believe youve been targeted by a recruitment scam please report it to Innodata at and consider reporting it to the FTC at .

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