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Operations Program Manager, Quality Control

Scale AI

Scale AI

Operations, Quality Assurance
Dallas, TX, USA · New York, NY, USA
Posted on Wednesday, April 24, 2024

Scale is at the forefront of enabling Machine Learning across multiple industries including Generative AI (e.g., chatbots). As a Program Manager (PgM) for Quality Control, you will cultivate a highly calibrated workforce of quality control specialists who inspect and validate our GenAI deliverables before they are sent to our customers.

In this role, you will ensure our onsite and remote quality specialists are trained and equipped to perform their duties effectively. You will also help grow and then oversee the day-to-day operations of our onsite and remote teams.

As part of the collaborative team shaping our operations, you will be relentless in driving stellar results, collaborating closely with Customer Ops leads to ensure high-quality and timely SLA delivery of Quality Control insights. The blend of operations, process improvement, and leadership make this a unique role, offering an exciting opportunity to work with global cross-functional teams (e.g., Product, Operations, Analytics) to make a significant impact.

The ideal candidate is a resourceful, analytical, and outcome-driven leader who consistently achieves remarkable results.

You will:

  • Own quality for a set of projects in STEM and/or Business domains.
  • Own outcomes in their entirety: from ideation and strategy to in-the-weeds delivery of Quality Control audit results and insights
  • Develop systems to monitor auditor performance and analytics to identify areas for improvement and ensure adherence to quality standards.
  • Design and execute quality control processes to monitor and evaluate product/service quality throughout the organization. Establish and maintain quality performance metrics and key performance indicators (KPIs) to measure and report on quality levels.
  • Build, maintain, and regularly communicate detailed reporting for other leaders across the company who will use your team's data to inform their own operations and strategy. Work with product operations, customer operations, engineering, and other quality operations teams to execute on delivering SLAs for high-priority pilots.
  • Help hire and maintain a 50+ contractor workforce of GenAI quality control; coach and develop leaders in the workforce to achieve high-impact outcomes
  • Develop and administer training programs to ensure Quality Control auditors are set up for succes

Ideally you'd have:

  • 3+ years of experience leading a team and owning deliverables / outcomes
  • A strong orientation towards outcomes, and a history of being scrappy when it counts – you are excited about building things from scratch and are able to solve difficult problems in high-stakes environments
  • Strong written and verbal communication skills with the ability to lead dialectic discussions for the purpose of training our workforce to evaluating tasks consistently
  • Ability to solve difficult problems in high-stakes environments. This will usually involve getting into the weeds to ensure the success of “must win” projects.
  • Entrepreneurial experience and mindset - you are excited about building things from scratch
  • Experience planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives. Solid project management abilities, including the ability to prioritize tasks, manage resources, and meet deadlines.
  • A penchant for digging deep into data, thinking from first principles, and iterating quickly to deliver results
  • Excellent qualitative and quantitative analytical skills
  • Background in STEM

Nice to haves:

  • Experience with reading and writing SQL
  • Experience growing and owning a 30+ person org
  • Work Experience with Product Management, Machine Learning, Deep Learning, Generative AI, Large Language Models, Natural Language Processing
  • Professional certifications in quality management (e.g., Certified Quality Manager, Six Sigma)

Compensation packages at Scale include base salary, equity, and benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Scale employees are also granted Stock Options that are awarded upon board of director approval. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.

The base salary range for this full-time position in the locations of San Francisco, New York, Seattle is:
$108,000$130,000 USD

About Us:

At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time. Our mission is to make that happen faster across every industry, and our team is transforming how organizations build and deploy AI. Our products power the world's most advanced LLMs, generative models, and computer vision models. We are trusted by generative AI companies such as OpenAI, Meta, and Microsoft, government agencies like the U.S. Army and U.S. Air Force, and enterprises including GM and Accenture. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an affirmative action employer and inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster for additional information.

We comply with the United States Department of Labor's Pay Transparency provision.

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