Workforce Planning Manager
4 weeks ago
Job Summary:
The Registration & Compliance organization at Amazon Dev Center India - Hyderabad is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Our top priority is protecting the interests of end users, balancing compliance and providing a great customer experience. We achieve this objective through automated and manual investigations of seller transactions on our marketplace. We are seeking a skilled leader who is passionate about customer experience, thinks globally, and can contribute major innovations in the industry to join us as a Workforce Program Manager.
Key Responsibilities:
- Lead various projects for WFM and Ops that have a direct impact on cost, SLA, and SX.
- Primary responsibility for functions within R&C owning end-to-end Service Level Delivery and Headcount Utilization.
- Provide blended leadership support for multiple programs by looking into in-house cross-flexing, outsourcing opportunities, managing tool migrations, etc.
- Clearly communicate dependencies and partner with teams on changes or deviations to plan.
- Participate in wider R&C 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.
- Fully 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.
Basic Qualifications:
- 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.
Preferred Qualifications:
- 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.
- Experience in managing multi-geography-based teams.
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