About Appen
Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.
Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.
At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.
At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
As Senior Manager Delivery you will be accountable for the performance of a team of Project Managers and the financial and strategic success of the line(s) of business under your supervision. Data Collection is a global team with hubs in APAC, EMEA and the USA. The Senior Manager works collaboratively, supporting a virtual environment, with Appen’s relevant teams to meet all stakeholder requirements. This role is 100% remote home-office based and will be part of our USA hub. Senior Managers are exposed to a wide range of project types driven by client demand. The Senior Manager acts as Portfolio Manager in autonomously delivering a book of business from scope through execution; monitoring and driving key performance metrics for project delivery team(s) supporting our clients. The Senior Manager is accountable for the day-to-day management of direct reports, operational, and strategic objectives.
The ideal candidate will demonstrate high performing project management practice in a client-facing, service delivery setting with proven experience in budget, timeline, quality and scope management. You will have a ‘no stone left unturned’ approach to problem solving, backed by a commercial awareness of the cost/benefit of a given course of action. You will be comfortable using a wide variety of software tools and applications.
Responsibilities
The role includes but is not limited to the following duties and responsibilities:
Client Engagement
- Program level accountability on budget, timeline, quality, and key client relationship.
- Strategic planning, supervision, and execution of delivery and quality management plans to support concurrently running projects end-to-end.
- Build and maintain strong client relationships to increase client satisfaction and revenue opportunities.
- Analyze and evaluate statistical reports to proactively identify and improve program performance and Client deliverables.
- Communicate in a timely, clear and concise manner to stakeholders including Staff, Directors, Clients, and Leadership.
- Solicit and use input and feedback from client, crowd, and internal stakeholders to help drive efficiencies and improve quality plans.
- Provide regular, strategic program updates with action plans to Leadership.
- Coordinate between project team members in a matrix reporting environment.
- Manage risks and issues and undertake recovery actions as necessary.
- Scoping support on operational inputs to the Sales team
Team management
- Develop and mentor team members to drive team key performance metrics and meet or exceed project and program targets.
- Support career development and succession planning within the team.
- Maintain a strong resourcing pipeline to ensure appropriate staffing levels at all times.
- Identify and organize training and professional development activities for team members as required to optimize performance.
- Drive continuous project improvements and efficiencies.
- Ensure methods, practices, techniques, processes, etc. are regularly maintained and updated, in line with best practice.
- Participate in the training and mentoring of Appen staff, program improvements, initiatives, and committee work as assigned.
Minimum Qualifications and Experience
- Minimum 5 years of external client project management experience in a metric-driven setting and ideally in a services organization.
- BS or BA degree from an accredited university or equivalent work experience preferred.
- 3+ years client facing or relationship management experience.
- 2+ years people management experience.
- Demonstrated agility and a service orientated approach.
- Demonstrated ability to work effectively in an environment characterized by constant change, and a fast, deadline-driven culture.
- Demonstrated ability managing budget responsibilities over a portfolio of projects.
- Proven analytical skills including the ability to proactively identify problems, gather information and drive course of action for self and others.
- Advanced Excel skills.
- Proficient in English. Excellent oral and written communication skills.
Desired Qualifications and Experience
- A recognized Project Management certification.
- A solid understanding of one or all of: Data Collection, LLM, AI, ML or Linguistic concepts.
- Exposure to AI or Machine learning, large language models, speech technology, data science or NLP/NLU or experience managing events or equivalent involving participants and technology.
- Experience working with crowdsourcing platforms a bonus.
You will succeed in this role if you are
- Are an innovative thinker, who drives yourself and others in the development and implementation of new ideas; unafraid of taking risks to accomplish corporate level goals.
- An analytical thinker with ability to proactively identify problems, gather information and set a course of action.
- Are a strategic, agile and professional communicator, with an ability to positively influence outcomes and a ‘win-win’ orientation.
- Are driven to focus on quality and drives team members and peers to deliver exceptional quality and service.
- Able to deal calmly and professionally with ambiguous data while leading in an environment of constant change.
- Able to establish productive, cooperative relationships across a global team and demonstrate excellent conflict resolution skills.
- Exhibits discretion, good judgment, and mature behavior when dealing with sensitive materials and situations.
- Passionate about learning new skills and technologies.
- Have strong personal accountability, persistence and resilience.
Appen is the global leader in data for the AI Lifecycle with more than 25 years’ experience in data sourcing, annotation, and model evaluation. Through our expertise, platform, and global crowd, we enable organizations to launch the world’s most innovative artificial intelligence products with speed and at scale. Appen maintains the industry’s most advanced AI-assisted data annotation platform and boasts a global crowd of more than 1 million contributors worldwide, speaking more than 235 languages. Our products and services make Appen a trusted partner to leaders in technology, automotive, finance, retail, healthcare, and government. Appen has customers and offices globally.
United States
