Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for a Workforce Management (WFM) Program Manager to lead WFM related projects related to our back end/front end systems and tools. The WFM Program Manager will partner closely with matrix partners to deliver mission critical initiatives, and facilitate solutions and tools that will benefit SPS Operations. This role requires relationship building, stakeholder management, troubleshooting and problem-solving, attention to detail, and delivering high quality results on time.
Key job responsibilities
- Build knowledge and understanding of the WFM tools and solutions provided to stakeholders
- Lead engagements with matrix partners on initiatives and create detailed work plans using accurate and aligned requirements.
- Create project artifacts such as project scope, communication matrix, risk register, escalation matrix, charter document, and detailed project plan
- Ensure that new projects are incorporated into planning cycles (OP1, OP2, etc.) including business documents
- Collaborate with Business Intelligence and Data Engineering as needed to develop sustainable reporting mechanisms for project success measures
- Create a mechanism to gather feedback during the project lifecycle
- Regularly communicate project status, issues, and risks, and gather updates from cross-functional teams
- Assist customer teams in change management strategies to ensure successful change management process implementation
- Provide on-call support which will require some nights and weekends.
- Occasional business travel and travel to other company facilities will be required
Basic Qualifications
- Bachelor's degree
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience in Artificial Intelligence/Machine Learning (AI/ML) Standards Law
- Workforce Management experience (Forecasting, Scheduling, Real Time Management) required
- Ability to perform many concurrent assignments and determine the need for changing priorities
- Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
- 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
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Exceptional organizational skills and influencing and leadership skills
- 3+ years experience in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)
- Oral and written communication skills are required in order to provide appropriate customer support and interaction
- Quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications.
- Speaking-listening-writing skills, attention to details, proactive self-starter
- Proven ability to work in a dynamic, ambiguous environment
- Experience with automatic contact routing, VoIP and any contact center case management tools.
- Advance understanding of AI/ML concepts — NLP, computer vision, generative AI, LLMs, recommendation systems, etc
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.