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