AIT WFM Program Manager II, WFM

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 Audits and Insights team (AIT) – SPT Audit program measures accuracy of account enforcements, listing enforcements, all appeals and reinstatement decisions through audits on a statistically significant sample across Perfect Order Experience, Selling Partner Risk & Abuse, Financial Disincentives, Automated Brand Protection, Andon, Product Review Abuse, Restricted Products, Safety, Know Your Customer & Product Safety & Compliance (PSC) to name a few. We perform audits and measure the coverage and accuracy via director level goals and generate actionable insights from our audits to improve enforcement accuracy, appeal handling accuracy, First Contact Resolution (FCR) rate and eliminate unnecessary Seller friction by identifying ways to reduce Seller enforcements and appeals. We are committed to maintaining and advancing the trust of our Sellers by raising the bar through our Audits.

Key job responsibilities

• Create headcount plan at week and month level to maintain available capacity to plan and share hiring plan in case of deficit with senior leadership.

• Create and run schedules analysis on excel and scheduling tool (preferably NICE-IEX) based week and day level volume pattern.

• Dive deep into data/processes to identify opportunities and solutions and present to leadership.

• Keep regular communication with stakeholders, senior leadership, tools teams and other stakeholders to manage critical parameters, employee experience and contingency plan.

• Publish WFM key analytical reports and other root cause analysis to drive efficiency in operations and keep all relevant stakeholders regularly informed.

• Maintain queue and auditor skill metrics to improve skill utilization in ACD tool.

• Update and optimize scheduled breaks/lunches, meetings and other non-productive activities, to meet the coverage goal.

• Work on schedule change requests received from operations team.

• Leverage AI tools to optimize and Automate tasks in the team.

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 Audit and Insights Team (AIT) Workforce Management Team has a mission of fulfilling the coverage goal continuously in partnership with Operations, throughout all POD and programs along with optimum utilization of the available resources and meeting the goal thresholds for all the capacity level attributes (Shrinkage, NPT, coverage etc.). To attain to the program objectives, AIT Workforce team sets appropriate goals for Operations (Shrinkage), drives effective queue management, time to time checks to ensure capacity in each POD is sufficient to handle projected and queued volume and take necessary actions to meet the requirement if otherwise, scheduling heads appropriately to match the forecasted patterns, queueing tasks manually through EDX or offline allocation 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.

Basic Qualifications:
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience defining program requirements and using data and metrics to determine improvements
- Knowledge of using and implementing AI in WFM processes to optimize operations.

Preferred Qualifications:
- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- 5+ 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
- Experience in using and implementing AI in WFM processes and operations optimization through it.

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