Manager, WFM, Account Health Support

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 - continues to grow and evolve as a world-class e-commerce platform. The Account Health Support (AHS) Specialist within the AHS team acts as the primary interface between Amazon and our Selling partners. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict Sellers' needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

Key job responsibilities

• Calculate demand volume forecast at interval level, day level, week level and at month level, along with knowledge of statistical indicators to check their accuracy.
• Capacity planning at weekly/ monthly level, so that the required headcount for hiring could be shared with senior leadership.
• Create schedules on excel and on a scheduling tool (preferably Aspect) based week level, day level and interval level volume pattern.
• Diving deep into data/processes to identify problems and solutions and presenting them to leadership.
• Keeping regular communication with site operations, senior leadership, technology teams and other stakeholders to manage critical parameters, employee experience, contingency etc.
• Publishing reports of critical WFM and other important parameters to drive efficiency in them and to keep all relevant stakeholders regularly informed.
• Creating employees rotational plan and conducting shift bid process to help shift rollover for frontline staff.
• Optimizing break, meeting and other non-productive activities, managing interval level service level.
• Managing real time analysts and schedulers.

A day in the life

The ideal candidate is passionate about leveraging data and tools to deliver actionable insights that drive improvements in planning accuracy, and has a strong delivery record and experienced in driving execution in a cross-functional environment, backed by analysis and data. They thrive in a fast-paced environment, relishes working with large transactional volumes and big data and enjoys the challenge of highly complex, and sometimes ambiguous, business context. You will work cross-functionally to ensure that decisions are made and actioned, which will ensure our operations have the volume to run as efficiently as possible.

About the team

The Account Health Support Workforce Management Team has a mission of fulfilling the Service Level agreements continuously in partnership with Operations, throughout all verticals/marketplaces along with optimum utilization of the available resources and meeting the goal thresholds for all the capacity level attributes (Shrinkage, TPH etc.). To attain to the program objectives, AHS Workforce team sets appropriate goals for Operations (Shrinkage), drives effective queue management, time to time checks to ensure capacity on each Vertical is sufficient to handle projected volume and take necessary actions to meet the requirement if otherwise, scheduling heads appropriately to match the incoming patterns, queueing tasks manually to fill for the deficit in projected volume and to support any new launches, effective management of non-production time to reduce idle hours and sharing reports on different performance metrics to drive the results.

• 3+ years of team management experience
• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of delivering cross functional projects experience
• Experience defining program requirements and using data and metrics to determine improvements

• Experience implementing repeatable processes and driving automation or standardization
• Experience in data mining, data management, reporting, and SQL queries

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.