Appen

Associate Project Manager

Job Locations US-WA-Kirkland | US-CA-San Francisco
Posted Date 2 months ago(10/9/2020 4:14 PM)
ID
2020-5140
Category
Project Management

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

 

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