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Appen Associate Project Manager in Kirkland, Washington

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

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