Program Manager I

1 month ago

bangalore, India ADCI HYD 16 SEZ Full time
At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Scheduling Specialist for STAR vertical.
The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. He/She should be able to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. Clearly communicates to all stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also able to write narratives.
If Successful He/she will work towards reducing staffing GAPs using both strategic and analytical abilities to make sure we always have right amount of employees staffed at the right times. And along with ensuring maximum productive utilization of the available staff.
Key Responsibilities:
• Create best staffing plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Develop and improve SEI using data analysis and tools.
• Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
• Participate in wider STAR projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.
• Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
• Support local site management to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
• Fully leverage existing technology and build new scheduling platforms and models to help business achieve success.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND | Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 2+ years of program or project management experience

PREFERRED QUALIFICATIONS

- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document

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