Program Manager

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.

Position Summary

The role of Program Manager (PgM) is to provide leadership through active involvement in client and team management, process design and implementation, reporting, data management and strategic planning. Additionally, the PgM may be responsible for project and data analysis, meeting coordination and other team training as assigned. The PgM supports a Portfolio manager in autonomously delivering a book of business, monitoring and driving key performance metrics for project delivery team(s) supporting our clients. This is achieved by day-to-day management of the team and its operational and strategic objectives. The PgM is accountable for the allocation and performance management of indirect and potentially direct reports. As part of the Language Services team at Appen the PgM will specialize in project delivery for Artificial Intelligence (AI) and Large Language Model (LLM) use-cases. Language Services is a global team with hubs in APAC, EMEA and the USA. This role is 100% remote home-office based and will be part of our USA hub. The role will be offered on a permanent ongoing basis.

The ideal candidate will demonstrate high performing project management practise 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 solid commercial acumen. You will be comfortable using a wide variety of software tools and applications. PgMs are exposed to a wide range of project types driven by client demand. Any domain of subject matter expertise is acceptable however exposure to any of the following domains will be potentially advantageous: LLMs, data science, machine learning and AI, languages and linguistics, or software development.

Responsibilities

The role includes but is not limited to the following duties and responsibilities:

- Leading a portfolio of business.

- Supervision of a collection of projects by specialization, workflow or service line. 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.

- Develop and mentor various project team members to drive team key performance metrics and meet or exceed project and program targets.

- 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.

- Coordinate all technical activities as required for project delivery including technical set up, workflow design, quality assurance process design and project delivery itself via Appen or client systems.

- Manage risks and issues and undertake recovery actions as necessary

Leading best practice

- Drive continuous project improvements and efficiencies.

- Facilitate and drive WBR, MBR & QBR meetings to establish and grow client relationships.

- Sponsor or present post project reviews, learning and training initiatives.

- Document project and process resources arising from service delivery.

- Provide accurate and timely operational input to the Sales team (as required). 

- Participate in the training and mentoring Appen staff, program improvements, initiatives, and committee work as assigned.

Minimum Qualifications and Experience

- Degree level qualification from an accredited university or equivalent work experience preferred

- E.g. AI/Machine learning, Linguistics, Computer Science, Business studies, Engineering or Software development.

- Project management experience (3-8 years), preferably in a technical or managed services related field.

- 3+ years client facing or relationship management experience.

- Excellent oral and written communication skills

- Solid understanding of best practice in data management

- Advanced Excel skills

Desired Qualifications and Experience

- A recognized Project Management certification

- A solid understanding of one or all of: LLM, AI, ML or Linguistic concepts

- Exposure to AI or Machine learning, large language models, speech technology, data science or NLP/NLU

- Team leadership

- Experience working with crowdsourcing platforms a bonus

- Bi-lingual in a second language also a bonus

You will succeed in this role if you are:

- A motivated self-starter who can establish a course of action for self and others and drive initiatives to completion.

- 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.

- Excellent at communication, including an ability to present information clearly and concisely in writing or verbally.

- Passionate about learning new skills and technologies.

- Take personal responsibility for continuous learning.

- An analytical thinker with ability to proactively identify problems, gather information and set a course of action

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.