The Associate Project Manager is responsible for monitoring and driving key performance metrics for a roster or group of independent contractors doing search, social media and / or eCommerce relevance ranking and content annotation.
The Associate Project Manager works collaboratively with an Appen team to meet all client and project requirements.
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.
Required Knowledge, Skills and Abilities
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
Experienced in delivering exceptional customer service
Excellent analytical skills including ability to proactively identify problems, gather information and set course of action
Open to work at Lancaster New City, Imus, Cavite
Candidates must be amenable to work on a night shift schedule
Qualifications and Experience
BS or BA degree from an accredited university or equivalent work experience preferred List out years of experience required
Minimum 1-2 years work experience in a metric -driven setting working in a production, operation, or call center environment is desired
Project Management, Data Analytics / Management and / or Process Improvement is an advantage
If this resonates with you, or if you feel like you would excel in the role, apply now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.