Sr. Workforce Manager, Workforce Management
DESCRIPTION
Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-commerce transactions in different countries? What would you do to create a trusted store where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? If you are passionate around developing new and innovative methods that combine operations excellence, business insights and technology, Buyer Operations is looking for you.
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. Our mission in Buyer Risk Prevention (BRP) is to make Amazon the safest place to shop online. The BRP team safeguards the order pipelines; monitoring, tracking, and managing risk to ensure long-term buyer satisfaction.
We need a passionate and innovative Program Manager who will lead initiatives focused on real time management, scheduling, and expanding our fraud evaluation services for new product and stores. The incumbent will be part of global workforce management team (WFM) and will work with Operations, Business, Product and Machine Learning in planning and executing the offerings. The position requires being solution oriented, with a combination of deep business acumen, capacity planning, best practices, and an analytical mindset, to enable tactical workflow planning and proactive responses to service level challenges. Ideal candidate thrives in ambiguity and works with diverse stakeholder groups to build consensus with simple, yet impactful data driven solutions.
Key job responsibilities
- Manage real time management (RTM), Scheduling, and Operations Productivity.
- Conceptualize and create processes which can be scaled and at the same time customizable per business needs.
- Partner with all the stakeholders on the status, progress, dependencies, risks and issues with mitigation plans for smooth operations delivery.
- Lead Weekly/Monthly/Quarterly Business Reviews from RTM, Scheduling and Productivity standpoint.
- Improve processes which enable steady flow of communication and requirements between operation teams and WFM.
- Work with WFM peers, Operations and ML to ensure readiness for High Velocity Events.
- Strengthen reporting of actuals vs plan and factors leading to the variations.
- Continuously look for opportunities to improve the programs and operations delivery.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field