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Overview

Opportunity Overview:

Appen is a global leader in the development of high-quality, human annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 800,000 skilled contractors, Appen partners with technology, automotive and eCommerce companies - as well as governments worldwide - to help them develop, enhance and use products that rely on natural languages and machine learning.

Position Summary:

Appen’s Associate Project Manager is responsible for monitoring and driving key performance metrics for a group of independent contractors (ICs) doing search, social media and/or ecommerce evaluation, review, tagging and content annotation. The APM works collaboratively with an Appen team to meet all project and client requirements.

Key Responsibilites:

• Quality Management:

• Execute day-to-day quality process for all assigned programs

• Develop quality management plans to support a program end-to-end

• Drive quality improvements

• Take responsibility for delivering required performance metrics for assigned programs

• Analyze and evaluate statistical reports to proactively identify and improve individual IC and team results to improve client satisfaction

• Client Relationship Management:

• Become familiar with all aspects of managing client relationships

• Actively establish and grow client relationships, as assigned

• Adapt to changing client needs and expectations

• Virtual Team Management:

• Build and manage a virtual team of proficient ICs that meets or exceeds quality, throughput and productivity targets

• Participate in IC selection as needed

• Ensure ICs have access to required tools, guidelines and other related materials to meet project requirements

• Prepare and disseminate project materials based on IC and/or client feedback to clarify guidelines

• Solicit and use input and feedback from client, Appen managers and ICs to help drive efficiencies and improve quality plans

• Provide regular reporting on project status, as well as more in-depth analysis

• Guideline & Training Support:

• Develop program guidelines and training material as well as annotate data for new or existing programs

• Participate in program improvements, initiatives, and committee work as assigned

• Support the training and mentoring of new and existing Appen staff, as assigned

• Reporting and Communication:

• Communicate service level expectations and directions to all ICs. May be asked to establish quality requirements

• Provide up-to-date information that helps Appen staff and ICs anticipate and solve problems.

• Proactively provide on-the-spot positive and constructive feedback to ICs regarding metrics-driven performance issues

• Under manager guidance, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues

• Communicate, with all stakeholders, in a timely, clear and concise manner

• Participate in regular team meetings with program staff

Where necessary, complete additional tasks as assigned.

Qualifications:

• Driven to focus on quality and service delivery

• Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion

• Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change

• Excellent communication skills including an ability to present information clearly and concisely in writing or verbally. Must also be an attentive and careful listener and respond appropriately to others

• Demonstrated time management and organizational skills with attention to details.

• Excellent analytical skills including ability to proactively identify problems, gather information and set course of action

• Demonstrated understanding and appreciation for a global marketplace and workforce

• Innovative thinker who drives the development and implementation of new ideas

Required Knowledge, Skills and Abilities:

• BS or BA degree from an accredited university or equivalent work experience preferred

• Minimum 1-2 year of quality management experience in a metric -driven setting working in a production, operation, or call center environment is desired

• Advanced Excel skills required

• Experience managing and prioritizing large volumes of email correspondence

• Experience with a Windows operating system and Office suite of products

• Proficient in English. Excellent oral and written communication skills

• Bi-lingual in a second language is a bonus

Job LocationsUS-WA-Kirkland | US-WA-Seattle | US-CA-San Francisco | US-TX-Dallas

Posted Date2 months ago(1/13/2021 4:26 PM)

ID2021-5233

CategoryProject Management