Project Manager - AI & LLM Data

Innodata (Nasdaq: INOD) is a global data engineering company. We believe that data and Artificial Intelligence (AI) are inextricably linked. Our mission is to enable the responsible advancement of artificial intelligence by providing the data, evaluation frameworks, and human expertise required to build AI systems that can be trusted at scale. We provide a range of transferable solutions, platforms, and services for Generative AI / AI builders and adopters. In every relationship, we honor our 36+ year legacy delivering the highest quality data and outstanding outcomes for our customers.

About the role

In this position, you’ll manage the overall performance and governance of the Statement of Work (SOW), manage the 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 phase.

As a key player in the Operations teams, you’ll support the deployment of infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. You’ll install all Service delivery processes and Service level reporting mechanisms.

As a key leader, you’re responsible for providing exceptional people management, mentorship, and career development to team members, including managers and agents/raters, achieving low attrition levels and high employee engagement. You’ll drive Operations teams to deliver continuous improvement and productivity gains, flag and escalate business risks to both internal and external stakeholders, and align with Innodata’s overall Project Delivery goals and objectives.

Responsibilities

• Lead end-to-end small to medium project deployment in collaboration with the Total Quality Management (TQM) teams and all stakeholders.
• Provide thought leadership in resolving language and dialect nuances to advance recruitment, evaluation of applicants, and performance evaluation of personnel under specific languages of expertise.
• Support total customer satisfaction and all strategies, processes, and initiatives of TQM teams; promote collaboration among Operations leaders to improve the Client’s community and support experience.
• Play an active role in improving policies, products, processes, and support systems by providing insights and offering suggestions, including feedback from teams.
• Identify potential risks or issues with project implementations and proactively drive communications with internal and external stakeholders.
• Translate business requirements into operations plans.
• Craft and implement tracking, monitoring, and reporting methodologies for all SLAs required per SOW.
• Ensure achievement of KPIs, direct Root Cause Analyses documentation among team members, and define resolution and operations strategies to achieve all SLAs.
• Assess and prioritize top operations issues affecting the team.
• Collaborate with all support teams to implement project and process kick-offs, monitor and report project/process/initiative status, and initiate resolution discussions for any challenges.
• Manage, monitor, and communicate change delivery items as needed.
• 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.
• Coach and mentor all leaders within your span, including how they should drill down on people management strategies to agents.
• 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.

Requirements

• 5+ years of project management experience, preferably in software, cloud, or AI projects.
• Experience managing Agile or Scrum-based software development projects.
• Strong understanding of AI, Machine Learning, and Generative AI concepts.
• Adaptable and energized by a fast-paced environment.
• Creative energy, drive, initiative, commitment, and enthusiasm.
• Bachelor’s degree or equivalent required; certification in Project Management or Six Sigma is a plus.
• Excellent communication skills, both written and oral.

Pay

The expected salary range for this position is $140,000 - $160,000 per year, based on experience, skills, and qualifications.