Machine Learning Operations Manager
Resume:
JACKIE CARPENTER
Phone: 703-***-**** Email: ******************@*****.***
PROFESSIONAL SUMMARY: Results-driven AWS technical leader with proven success managing large engineering teams and multi-million dollar initiatives. Expertise in analytics, risk management, and scaling operations while maintaining service excellence. Track record of implementing data solutions that drive significant efficiency gains and consistently exceed customer expectations. Skilled at building and developing high-performing technical teams across global operations.
PROFESSIONAL EXPERIENCE
AMAZON WEB SERVICES (AWS) Herndon, VA 2017-Present Senior Sales Analytics Manager (Current Role)
● Developed and drove roadmap for continuous learning and deliver dates of new modules
● Lead strategic initiatives on implementing machine learning and AI solutions that drove revenue growth through agile program management methods.
● Gathered requirements from cross functional stakeholders and relevant parties
● Oversee complex cross-functional projects with budget management and cost analysis
● Create and maintain comprehensive analytics dashboards for stakeholders including cost, project timelines, milestones, delivery dates, blockers etc.
● Managed and provided reporting to cross function executive stakeholders
● Participated in hiring and an active AWS Bar Raiser. Operations Manager, AWS Support Engineering
• Managed engineering team responsible for maintaining critical service level agreements.
• Led optimization efforts for CloudWatch services to enhance customer experience within the cloud platform.
• Structured a change management system, engaging stakeholders through clear communication channels, providing training programs, and measuring adoption metrics, which resulted in 90% employee buy-in and smooth transition to new processes. Senior Manager, Trust & Safety
• Led global team handling customer escalations and security concerns
• Developed and implemented a risk assessment framework and developed mitigation strategies that reduced potential security threats by identifying vulnerabilities, establishing preventive controls, and creating response protocols, resulting in a 30% decrease in platform safety incidents.
• Established process improvements to enhance customer satisfaction and team efficiency Team Manager, Trust & Safety
• Supervised specialist team handling trust and safety operations
• Created automated systems for detecting and preventing platform abuse through process improvements and standardization, reducing effort by 20% in training mechanisms
• Led a team of 32+ professionals, achieving 95% employee retention rate while increasing productivity by 25% through targeted training programs and quarterly performance reviews. EDUCATION & CERTIFICATIONS
• Bachelor's– Wayland Baptist University
• Associate's - Northern Virginia Community College
• Certification - AWS Cloud Practioner, Generative AI Certification, AWS Bar Raiser, PMP trained.
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