DESCRIPTION

Have you ever thought about what it takes to detect and prevent fraud among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon is seeking a Sr Program Manager who will be responsible for strategic solutions focusing on customer experience and optimize resource through innovative ideas.
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds. This is your chance to make history.
We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build trust of our customers and sellers. Amazon hires the brightest minds, are you one of them?
At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and intelligence driven people. The ideal candidate is expected to operate with significant autonomy and discretion, influences internal & external teams.

Trustworthy Shopping Experience (TSE) Operations Workforce Management (WFM) team is seeking a talented leader to lead strategic programs in the WFM organization. Within TSE, we’re working to be the most customer-centric company on Earth. To get there, we need talented and bright people. Sr. Manager – Workforce is a role where we are looking for an exceptional leader who is passionate about the Service Delivery Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workflow Manager. Candidate will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to learn new workflow technologies and make data driven decisions for project deliverables while operating with significant autonomy and discretion. The person will possess leadership experience in the workforce management domain with respect to best in class real-time mechanisms, intermediate level reporting skills, optimizing manpower in contact center environments, and lead a high performing team across the globe as a manager of managers. The individual must be capable to support and own proactive tactical & strategic workforce management projects to address customer facing challenges and drive high stake initiatives across several programs. This role also will involve to program manage / build strategic projects and implement them for operations / business. This opportunity requires problem-solving, communication skills and a track record of delivering results.

Key job responsibilities
• Lead a workforce team
• Create best scheduling plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints
• Work with Operational Management to design and agree service protection strategies, ensuring buy-in and commitment at all levels allowing the Real Time team to support the customer Experience at all times
• Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time
• Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary
• Works as SME, guide RTA and Analysts to drive daily performance call for business status, reports and metrics, reviewing them daily for trends and potential problems at a global level
• Communicates effectively with peer Workforce leads and Managers across the same functional areas worldwide to drive priorities
• Participate in wider Biz Ops projects and initiatives. Candidate will own providing optimal workflow and planning solutions for upcoming initiatives
• Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workflow inputs
• Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
• Support global site management to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA
• Partner with Engineering, FPR, Product and Program team to develop progressive tools and technology enablers that will improve operating performance and efficiency of the TSE globally.
• Lead and own critical projects to improve workflow processes
• Fully leverage existing technology, including global standardization of reporting
• Ideate 3YV, strategize OP1 initiatives, plan and implement towards delivery results.
• Partner and design capabilities of Org with Outsourcing and other strategic business operating models

BASIC QUALIFICATIONS

– 7+ years of team management experience

PREFERRED QUALIFICATIONS

– Experience implementing repeatable processes and driving automation or standardization