At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers. The Fraud Prevention designs, risk models and operational processes that minimize risk and maximize trust in Amazon.com. The Program Manager will be responsible for driving global initiatives/process improvement programs focused on reducing cost by improving efficiency, improve quality of operations and improve customer experience.
As Workforce Manager, you will be responsible to lead a team of workflow analysts [RTAs], Scheduler, Capacity Planner to drive service levels and Site Operational metrics.
You will play a direct role towards cost reductions through productivity improvement, as well as identify opportunities to stream-line existing processes and eliminate waste.
Key job responsibilities
• Supports the site management team by optimizing the staffing requirements for the site’s needs.
• Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
• Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
• Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
• Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
• Builds a good relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
• Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
• Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values.
• Lead various projects for WFM and Ops which has direct impact on cost, SLA and SX.
• Primary responsibility for owning end to end Service level delivery and Headcount utilization
• Lead Weekly/Monthly/Quarterly Business Reviews from RTM, Scheduling and Productivity standpoint.
About the team
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience. Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Fraud Prevention team designs and implements policies, tools and technology innovations to protect customers.
BASIC QUALIFICATIONS
- 3+ years of team management experience
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience implementing repeatable processes and driving automation or standardization
- Experience in data mining, data management, reporting, and SQL queries
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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