WFM Program Manager, Workforce Management

4 days ago

Hyderabad, India Amazon Dev Center India - Hyderabad Full time
Have you ever thought about what it takes to detect and prevent bad actors from submitting falsified documents and creating fraudulent seller accounts? 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 Program Manager (PM) who is passionate about Operations, has bias for action, and has experience leading multi-organizational projects.Being part of the PRO-WFM team, the individual would be working with multi functional teams such as Operations, GPO, PMO, GPSS etc to work on day to day challenging business problems to meet few of the metrics like- Customer promise, SLA, DPMO keeping the Customer experience and Employee experience as priority.Key job responsibilitiesKey job responsibilities•Work with Operations, ML, GPO and other teams to ensure Service Level commitments.•Conceptualize and create processes which can be scaled and at the same time customizable per business needs.•Communicate to all the Stakeholders on the status, progress, dependencies, risks and issues with day to day manual investigation operations and customer promise delivery.•Contribute to Weekly/Monthly/Quarterly Business Reviews.•Establish processes which enable steady flow of communication between Business/Product teams and WFM.•Short term capacity planning and execution.•Create roadmap of the planned launches which will be supported by the team.We are open to hiring candidates to work out of one of the following locations:Hyderabad, TS, IND

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- Bachelor's degree- Knowledge of Excel (Pivot Tables, VLookUps) 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

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