Workforce Planning Manager
3 weeks ago
The Registration & Compliance organization at Amazon Dev Center India is responsible for protecting the interests of end-users by ensuring compliance and delivering a great customer experience. We are seeking a highly skilled Workforce Program Manager to lead various projects and initiatives that impact cost, service level agreements, and customer satisfaction.
Key Responsibilities- Lead projects for Workforce Management and Operations that have a direct impact on cost, service level agreements, and customer satisfaction.
- Own end-to-end service level delivery and headcount utilization for functions within Registration & Compliance.
- Provide blended leadership support for multiple programs, including in-house cross-factoring, outsourcing opportunities, and tool migrations.
- Clearly communicate dependencies and partner with teams on changes or deviations to plan.
- Participate in wider Registration & Compliance projects and initiatives.
- Coordinate with Operations, Training, Vendors, Capacity Planning, Forecasting, and Finance teams to meet project timelines with the right level of approval mechanisms.
- Leverage existing technology, including global standardization of reporting.
- Root cause analysis and corrective action plan for variances in vendor operational performance.
- Proven track record of sound decision-making, taking ownership, and delivering results in a leadership role.
- Track record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency.
- Ability to dive deep into data, existing processes, people, and technology challenges to identify risks and opportunities.
- 3+ years of program or project management experience.
- 3+ years of working cross-functionally with tech and non-tech teams experience.
- Experience defining program requirements and using data and metrics to determine improvements.
- Bachelor's Degree in a quantitative field (engineering, economics, math, statistics).
- Experience of 5+ years in leading a workforce planning team and outsourcing projects.
- Masters Degree in a quantitative field (engineering, economics, math, statistics).
- Experience in Aspect or equivalent eWFM platform.
- Experience in advanced data analytics, relevant to WFM and Ops metrics.
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