Site Workflow Manager, WWCP

Overview: AMAZON
Amazon 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 continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon to research and develop technology that improves the lives of shoppers and sellers around the world.
Site(s) Capacity Management
- Responsible for planning and executing ramp up and ramp down of the sites
- Coordinate within World Wide Capacity Planning (WWCP) team to accurately represent site capacity and future strategy
- Coordinate with site recruitment team to create aggressive but realistic hiring plans for CSAs and determine optimal contract employee mix and contract durations
- Support Site OP planning for all OUs serviced out of the site
- Host site capacity review meetings with site Sr. Leadership and highlight roadblocks/changes in the plan along with impact on operations/finance.
- Accountable for meeting site delivery
People Management
- Lead and manage a team of 3-5 Workflow Managers and 15-25 Workflow Analysts; responsible for the overall direction and performance of the teams
- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding site/skill delivery targets
- Manage the career growth and development of the team by driving focus on Amazon’s Leadership Principles
- Play a critical role in building management depth by providing guidance and mentor-ship to all levels of leadership within the organizational unit
- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
- Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
- Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
- Manage the career growth and development of the team by driving focus on Amazon’s Core Values. Play a critical role in building management depth by providing guidance and mentor-ship to all levels of leadership within their organizational units, as well as serving as an outstanding role model
Operations and Project Management
- Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
- Drive creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
- Participate in business leadership (Sr. Managers and Directors) meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
- Work to build and maintain customer/stakeholder trust
- Solving complex customer support issues and proactively heading off negative service trends.
- Identifying and eliminating root cause barriers to accuracy, productivity, and quality
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
- Developing and achieving performance goals and objectives in order to achieve customer support expectations
- Represent site in global Workflow summits and contribute to world-wide workflow projects
- Own productivity related updates for regular business reviews
- Skills required:
- Ability to stay focused and keeps up with our continuous and fast-paced growth
- Ability to motivate others to meet the daily challenges of an extremely deadline-driven environment
- Ability to demonstrate strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence
- Effective communication skills as well as a strong technical and analytical aptitude is required
- Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
- Ability to be a cost owner and drive cost effective measures in the department and across the organization
- Ability to manage and drive process related automation with technical team where needed
Personal attributes and competencies:
- Demonstrated intense customer focus
- Demonstrated highest level of integrity, intellectual honesty, and strong work ethic
- Sharp, analytical, and thoughtful. Has sound judgment and ability to be right a lot. Thoroughly thinks through problems to come up with solutions. Applies fair and consistent criteria. Gathers the right input/data. Uses intuition. Is decisive. Makes good decisions when analysis of data is not sufficient to reach a conclusion
- Proven ability to drive continuous improvement for the entire site
- Proven ability to successfully thrive in an ambiguous environment and changing market conditions
- Simplifier but at the same time think big, takes smart risks, is innovative and can think out of the box. Develops original ideas, approaches, and solutions to typical, unusual, or difficult situations or problems
- Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis
- Consistent effort, intense commitment, and willingness to go above and beyond when needed
- Strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
- Demonstrated ability to develop, direct, and manage a group of salaried employees including managing career growth and development of leadership team by driving focus on Amazon’s Core Values and Leadership Principles
- Demonstrated ability in developing and implementing new strategies and procedures.
- Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions
About the team
The vision of the World Wide Capacity Planning (WWCP) team is to provide capacity planning solutions that create great experiences for our customers and our Customer Service Associates (CSAs). The WWCP team currently operates from 16 countries where we plan and manage the Customer Service (CS) staffing for Amazon CS worldwide.
Our areas of expertise include forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using world-class operations research, data science, software development, product, and program management. We continue to challenge the status quo and invest, invent, and deliver excellence for our customers.
We are open to hiring candidates to work out of one of the following locations:
Bengaluru, KA, IND | Hyderabad, TS, IND | Noida, UP, IND

BASIC QUALIFICATIONS

Basic Qualifications
- Graduate degree in a relevant field required.
- Successful experience in WFM or planning function with demonstrated progressively increasing responsibility
- Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
- Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems

PREFERRED QUALIFICATIONS

Preferred Qualifications
- A Master’s Degree in Management is preferred
- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
- Project Management experience

---