Operations Manager - Toronto - Innodata Inc

Description

Location: Remote in North America

Overview

Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2,000 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 world's 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, we're 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 3,000 employees in the United States, Canada, United Kingdom, the Philippines, India, Sri Lanka, Israel and Germany. We're poised for a period of explosive growth over the next few years.

About the Role

At Innodata, we're working with the world's largest technology companies to develop the next generation of AI and large language models (LLMs). We're looking for an experienced and innovation-minded Operations Manager who thrives supervising a dynamic, complex, and global program.

You'll work hands-on at the leading edge of natural language understanding, computer vision, and human/AI-in-the-loop workflows. You'll 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, you'll drive continuous improvement in processes and KPIs. You'll 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.

You'll own the end-to-end delivery of a project and ensure customer satisfaction. You'll apply your critical thinking skills to manage change and conduct root cause analysis to solve problems that may arise. You'll 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. We're seeking self-motivated, independent, and hands-on professional who enjoys both liaising with the customer and collaborating with specialists around the world.

• Manage the overall performance and governance of the Statement of Work (SOW), manage 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, and handle transition management during set-up or expansion phases.
• Support the deployment of infrastructure necessary to perform the Services, including technology, financial, human resources, security, facilities and communication resources. Install all service delivery processes and service level reporting mechanisms.
• Provide exceptional people management, mentorship, and career development to members, including managers and agents/raters; drive low attrition and high engagement; deliver continuous improvement and productivity gains; flag and escalate business risks to stakeholders.
• Support the deployment of a range of operational activities and ensure alignment with Innodata's project delivery goals and objectives.
• Oversee new hire deployment status to client platforms and knowledge of SLAs; coordinate mutual goals with TQM teams.
• Initiate productivity, process, security and facilities improvement plans; partner with TQM teams to ensure alignment.
• Bolster the management of training programs including planning, design, development, implementation, delivery, process review and performance evaluation.
• Support 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.
• Coach and mentor 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 with internal and 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 and keep up with evolving capabilities and vulnerabilities of LLMs to evolve team methods accordingly.
• 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 You'll Need to Bring:

• Dynamic leader with experience managing large diverse teams across multiple sites in a fast-paced environment, able to handle rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills.
• 3-5+ years of experience in operations and people management, including managing leaders, and a strong desire to develop team members.
• Excited to be part of a global operations team, 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.
• Bachelor's degree or equivalent required experience; certification in Project Management or Six Sigma is 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 evolving guidelines and changing customer requirements.
• Excellent leadership, organizational, and communication skills.
• Proficiency in project management software/tools (e.g., Microsoft Project, JIRA, Asana).
• Strong analytical and problem-solving abilities; experience working in a collaborative, cross-functional team environment.

Minimum Education Requirements

• Bachelor's 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

Equal Opportunity

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.

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