Program Manager II, WFM, Buyer Abuse

2 weeks ago

Bengaluru, India Amazon Dev Center India - Hyderabad Full time
We are seeking a WFM Program Manager to support operations and the Planning & Delivery team to improve our planning and operational efficiency and drive WFM standardization for Buyer Abuse operations.

As a PM, you will drive projects focused on operational cost improvements, overall planning efficiency and customer experience, resource planning, appropriate training and necessary tools, decision quality, process efficiency and global alignment.

Key job responsibilities
Key job responsibilities
· Supports the site management team by optimizing the staffing requirements for the site’s needs.
· Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
· Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
· Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
· Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
· Builds a relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
· Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
· Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values

About the team
Selling Partner Support (SPS) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon. Not only do we protect all aspects of the Amazon shopping experience, we also deliver services to large and small merchants hosted on the Amazon platform. In addition, we evaluate new business opportunities from across the company to determine how we can minimize the risk associated with new initiatives.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, 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
- 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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