Senior Operations Manager

About the Role The Senior Operations Manager owns the operational excellence of Amazon's London site within AGI Data Services. Leading a multi-layered organization of 200+ data associates, this role combines strategic vision with relentless execution—designing the future state of site operations while delivering flawless daily execution against demanding SLAs. This is not a maintenance role; the successful candidate will challenge the status quo, eliminate inefficiency, raise the performance ceiling, and leave the operation materially stronger than they found it. What You'll Do

• Own the end-to-end operational P&L for our site in London, driving measurable improvements in cost-per-unit economics while maintaining or exceeding quality SLAs across all active programs.
• Drive workforce planning in partnership with Finance, aligning labor capacity models to demand forecasts, managing flex strategies (overtime, cross-training, temporary labor) to maintain SLA compliance during volume fluctuations.
• Define and execute a multi-year operational strategy for Data Services at the site, anticipating shifts in program volume, automation adoption, and workforce composition, proactively positioning the site to absorb new workstreams.
• Lead cross-functional initiatives with Engineering, Product, and Program teams to define tooling requirements, influence product roadmaps based on operational friction data, and validate feature releases through structured UAT processes.
• Own the site's quality ecosystem, establishing closed-loop mechanisms where defect root causes are identified within 24 hours, corrective actions are implemented within one sprint cycle, and systemic patterns are escalated with data-backed proposals to Engineering and Product teams.
• Architect scalable processes that reduce dependency on headcount growth, leveraging automation, tooling improvements, and workflow redesign to deliver throughput gains quarter over quarter without proportional cost increases.
• Build and lead a high-performing leadership team (Operations Managers, Team Managers), setting differentiated performance expectations, calibrating talent rigorously, and maintaining a ready-now succession pipeline for all critical roles.
• Champion a data-driven culture where every operational decision is grounded in statistical analysis, A/B testing of process changes is standard practice, and anecdotal reasoning is challenged.
• Build and sustain an engagement model that delivers measurable year-over-year improvement in associate retention and engagement scores, with specific interventions tied to root-cause analysis of attrition drivers rather than generic culture programs.
• Serve as the site’s executive voice to senior leadership, translating operational data into strategic narratives, owning regular business review inputs, drafting strategic papers for director-level decision forums, and proactively surfacing risks with mitigation plans rather than reactive escalations.
• Operate as a force multiplier across the cluster, sharing best practices, standardizing processes across sites, and contributing to org-wide mechanisms that raise the performance ceiling for peer sites. What We're Looking For
• Bachelor's degree in econometrics, statistics, industrial engineering, operations research, optimization, data mining, analytics, or equivalent quantitative field.
• Experience as an acting operations manager, or experience managing large teams across multiple locations and languages.
• Experience with P&L responsibility and delivering strong financial results.
• Experience in creating process improvements with automation and analysis, or experience communicating results to senior leadership.
• Experience in capacity planning, operations planning, business analysis or similar.
• Experience building and effectively executing a strategy from the ground up, including designing roadmaps to drive incremental progress towards long-term vision and goals. Nice to Have
• Master's degree or above in operations research, applied mathematics, theoretical computer science, or equivalent, or experience applying quantitative analysis to solve business problems and making data-driven business decisions.
• Experience with Six Sigma, lean manufacturing, or experience in reliability/maintenance environments.
• Experience with automation and any version control tools, or experience that includes strong analytical skills, attention to detail, and effective communication abilities.
• Experience with data analysis tools such as Advanced Excel, SQL, Tableau, Python.
• Experience working in a matrixed environment, influencing strategy, and achieving goals by working across the organization.
• Experience in AI/ML data operations, speech or language data services, or annotation and labeling operations.