Program Manager I, SEPO WFM
DESCRIPTION
At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Scheduling Specialist for SEPO vertical.
The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. The person should be able to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. Clearly communicates to all stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also able to write narratives.
If Successful , The person will work towards reducing staffing GAPs using both strategic and analytical abilities to make sure we always have right amount of employees staffed at the right times and along with ensuring maximum productive utilization of the available staff.
Key Responsibilities:
• Create and Delivery Daily and Weekly Business Reviews of Reported Abuse Function
• Develop and improve forecasting models using data analysis and statistical tools
• Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
• Participate in wider SEPO projects and initiatives. The person will own providing optimal workflow and planning solutions for upcoming initiatives.
• Coordinate with Operations, Capacity Planning, Schedulers, RTM and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
• Support local site management to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
• Fully leverage existing technology and build new scheduling platforms and models to help business achieve success.
BASIC QUALIFICATIONS
- 2+ years of program or project management experience
PREFERRED QUALIFICATIONS
- Knowledge of Lean principles and DMAIC methodology
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)