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Operations Associate, Engagement Management

hace 2 semanas

Ciudad de México, Ciudad de México Scale AI A tiempo completo

Scale's customer base is growing exponentially, and you will be on the front lines of ensuring that these customers become passionate, lifelong Scale partners. As a member of our Engagement Management team, you'll be accountable for establishing customer relationships, driving revenue, hitting SLAs, and maintaining quality standards. You will work closely with one of Scale's Gen AI Data Engine customers, driving end-to-end engagements from new projects and pilots, owning the account execution, working cross-functionally to ensure Scale products and services are delivered consistently and on-time, and driving account consumption.

You are the tip of Scale's contact with our Gen AI customers, working with and being an advocate for customer data leaders and engineering/operations teams. You have a strong interest in how high-quality data can positively influence Gen AI models. Your bias towards finding not just one-off solutions, but repeatable and scalable ways to ensure we continually deliver. You have a track record of managing customers to renewal, forecasting with customers, and supporting sales teams managing upsells. And you are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussions. Within Scale, you will work cross-functionally with Operations, Product Managers, Sales, and other teams as the primary customer operations advocate.  

The blend of operations and customer management to drive our most important outcomes make this a unique and exciting role at the heart of Scale's Data Engine operations. The ideal candidate is customer-driven, analytical, empathetic, outcome focused, and above all someone who drives and inspires results.

You will:

  • Build and drive some of our most critical operational processes: the consistent, on-time delivery of Data Engine product and services, and revenue consumption for our customers
  • Build and oversee levers with a relentless focus on SLA achievement and quality improvement
  • Review, track and improve operational performances and be obsessed with continuous improvement
  • Oversee on-boarding and successful implementation for new Data Engine projects
  • Manage the long-term health of customers by identifying and preempting areas of risk or concern
  • Partner with clients to understand operational issues and advocate for their fixes with Scale engineers
  • Work directly with customer's engineering teams, partnering with customer-facing MLEs and Field Engineering
  • Work directly with customer's engineering teams, answering questions and addressing issues with use of our API
  • Create an effective feedback loop between the front line, product, strategy, and customers
  • Collaborate with stakeholders to improve processes for new and existing customers

Ideally you'd have:

  • 2-5 years of total work experience, with experience in consulting or as a technical program management role in industry 
  • Associate / Senior Consultant / Engagement Manager role at a Big 3 Consulting Firm
  • A technical background (education or professional experience with CS, Economics, Statistics, Engineering)
  • A proven track record in B2B client facing roles and expanding client relationships
  • Ability to understand APIs and the ML training lifecycle and build great relationships with technical customers
  • Great cross-functional experience and collaborative ability
  • Excellent verbal and written communications
  • A track record of structured, analytics-driven problem solving
  • A history of diligence and organization across multiple work streams
  • An action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results
  • Analytical, planning, and process improvement capability
  • Experience with reading SQL and/or another database language

Nice to haves:

  • Prior experience at an API technology company and/or managing technical customers using an API

PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants.

About Us:

At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Cisco, DLA Piper, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. 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 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 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. 

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants' needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our privacy policy for additional information.