WFM Program Manager, RCO WFM
DESCRIPTION
Job summary:-
The Registration & Compliance (R&C) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. We are looking for a exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workforce Program Manager.
Key job responsibilities
Key Responsibilities Areas:
o Lead various projects for WFM and Ops which has direct impact on cost, sla and SX.
o Primary responsibility for functions within R&C owning end to end Service level delivery and Headcount utilization
o Provide a blended leadership support of multiple programs by looking into inhouse cross flexing, outsourcing opportunities, managing tool migrations ,etc
o Clearly communicate dependencies and partner with team’s on changes or deviations to plan
o Participate in wider R&C projects and initiatives.
o Coordinate with Operations, Training, Vendors, Capacity Planning, Forecasting and Finance teams to meet the project timelines with right level of approval mechanisms
o Fully leverage existing technology, including global standardization of reporting
o Root cause analysis and corrective action plan for variances in vendor operational performance
o Proven track record of sound decision making, taking ownership, and delivering results in a leadership role.
o Track record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency.
o Ability to dive deep into data, existing processes, people, and technology challenges in order to identify risks and opportunities.
BASIC QUALIFICATIONS
- 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
- Experience defining program requirements and using data and metrics to determine improvements
- Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
- Experience of 5+ years in leading a workforce planning team and outsourcing projects.
- Experience building capacity models using various statistical tools for forecasting and optimization.
PREFERRED QUALIFICATIONS
- Masters Degree in a quantitative field (engineering, economics, math, statistics) ·
- Experience in Aspect or equivalent eWFM platform ·
- Experience in advanced data analytics, relevant to WFM and Ops metrics ·
- Experience in managing multi-geography based teams