Rui Numa
York,PA
Summary
Project and Operations Manager with over 8 years of experience at Amazon, leading initiatives in Machine Learning Data Operations, Customer Engagement Technologies, and global project delivery. Proven success managing multi-regional teams, streamlining processes, and executing projects that enhance efficiency, quality, and stakeholder satisfaction. Skilled in cross-functional leadership, data-driven decision-making. Bilingual in English and Japanese, with a strong passion for continuous improvement and people development.
Overview
10
10
years of professional experience
Work History
Manager, Machine Learning Data Operations / Customer Engagement Technologies
Amazon
10.2023 - Current
- Manage global operations projects that enhance customer experience and automation systems across 20+ international marketplaces.
- Coordinate large-scale marketplace expansion and product-launch initiatives, ensuring alignment with global strategies, technical readiness, and delivery timelines.
- Oversee project execution for four cross-functional teams across the U.S., Europe, Costa Rica, and India, managing schedules, deliverables, and performance tracking for multiple concurrent initiatives.
- Developed and implemented a unified project-tracking and reporting framework, replacing redundant regional tools and documents to improve visibility, data accuracy, and stakeholder alignment—reducing administrative workload by 40%.
- Manage high-priority escalation workflows, assigning and tracking Vice President–level requests to ensure timely and accurate resolution.
- Partner with product, engineering, and analytics stakeholders to improve automation, reporting, and process visibility, reducing over 9 million customer service contacts through continuous improvement initiatives.
- Recruited, trained, and mentored 40+ associates across global regions, fostering collaboration, ownership, and accountability.
- Recognized for excellence in global coordination, process innovation, and operational leadership.
- Leading initiatives in Machine Learning Data Operations and Customer Engagement Technologies. Website: Not provided.
Machine Learning Operations Lead
Amazon
12.2022 - 10.2023
- Directed data operations initiatives supporting ML model training and automation improvements across 22 international marketplaces.
- Developed annotation standards, QA metrics, and auditing procedures to ensure consistent data quality and accuracy.
- Partnered with engineering and data science teams to refine model datasets, improving training efficiency and predictive accuracy.
- Created documentation and testing workflows that increased transparency and supported successful product launches.
- Conducted training programs emphasizing quality assurance, data governance, and project accountability.
- Leading initiatives in Machine Learning Data Operations. Website: Not provided.
Advanced Digital Customer Service Technician – Team Lead
Amazon
08.2017 - 01.2022
- Served as team lead within Amazon’s advanced digital support group, providing leadership, technical guidance, and workflow oversight for a high-performing virtual team.
- Delivered training sessions and mentorship for new hires and existing team members to improve communication, technical troubleshooting, and efficiency.
- Managed team escalations and priority cases, coordinating with engineering and product teams to ensure timely and accurate resolution.
- Supported operational planning through schedule management, workload balancing, and performance reporting, aligning team resources with business goals.
- Partnered with leadership to implement process improvements that enhanced response time and customer satisfaction.
- Authored documentation and onboarding materials to streamline training and ensure knowledge continuity.
- Recognized for leadership excellence, proactive problem-solving, and consistent performance in a fast-paced, customer-focused environment.
- Leading initiatives in advanced digital customer service. Website: Not provided.
International Customer Service Representative (Bilingual: English / Japanese)
DISH Network
Queens, USA
02.2016 - 07.2017
- Delivered bilingual support for billing, scheduling, and technical inquiries with empathy and professionalism.
- Contributed to process updates that improved resolution times and customer satisfaction.
- Supported service improvement initiatives through customer feedback analysis and reporting.
- Providing bilingual customer service support. Website: Not provided.
Education
Certification in Computer and English -
CPLC Education Center
New York, NY09.2006
High School Diploma -
Sakurano Seibo Gakuin
Fukushima, Japan03.2003
Skills
- Project and program management
- Cross-functional coordination
- Scheduling and reporting
- Risk management and optimization
- Workflow design and SOP development
- Efficiency analysis and improvement
- Data operations and quality assurance
- Annotation accuracy and integrity
- Quality assurance frameworks and leadership
- Mentorship and coaching
- Performance development and team building
- Global collaboration and stakeholder communication
- Escalation tracking and executive reporting
- Cross-department alignment with Microsoft Office Suite
- Asana for agile project management
- Lean methodologies for project execution
- Data-driven problem-solving and communication skills
- Stakeholder management with empathetic leadership
- Accountable leadership for growth opportunities
- Machine learning expertise
- Data analysis techniques
- Process improvement strategies
- Automation solutions
- Customer relationship management strategies
- Cross-functional collaboration techniques
- Operational planning skills
Languages
English
Native/ Bilingual
Japanese
Native/ Bilingual
Timeline
Manager, Machine Learning Data Operations / Customer Engagement Technologies
Amazon
10.2023 - Current
Machine Learning Operations Lead
Amazon
12.2022 - 10.2023
Advanced Digital Customer Service Technician – Team Lead
Amazon
08.2017 - 01.2022
International Customer Service Representative (Bilingual: English / Japanese)
DISH Network
02.2016 - 07.2017
Certification in Computer and English -
CPLC Education Center
High School Diploma -
Sakurano Seibo Gakuin