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 Workforce Manager who will be responsible for driving service levels, developing strategies for service expansions and optimizing resource utilization/occupancy 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. He/She will possess advanced analytical experience and basic knowledge of workforce management metrics. The individual must be capable to support and own proactive tactical & strategic data analysis driven projects to address customer facing challenges and enable program management and decision making initiatives across SEPO. In this role you will experience a wide range of challenges and we expect you to approach the problems with swift data driven solutions.

Key job responsibilities
Apply WFM knowledge and skills across HC planning, Scheduling and Real Time management.
Manage a high performing team and deliver results along with performance management and team development.
Create, maintain and disseminate project information to stakeholders and senior management, including confidential and privileged information through advanced data analysis and statistical controls
Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Seller’s needs and using data and technology to anticipate and exceed them.
Interact with stakeholders at multiple levels and dynamically lead difficult discussions by identifying and analyzing data to isolate issues, develop solutions and prioritize opportunities to improve experience of our customers
Determine and implement effective program solutions quickly, so as to not impede BAU production, yet run projects/programs in a bubble/pilot environments
Plan and manage multiple parallel data analysis and develop the next generation of automation tools for monitoring and measuring data quality, with associated user interfaces
Contribute towards evolving the technical direction of SEPO analytical systems and play a critical role in the design and development of key programs run by WFM

Basic Qualifications

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

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.