WFM Program Manager, RCO WFM

3 days ago

Bengaluru, India ADCI - BLR 14 SEZ Full time
Job summary:-

The Registration & Compliance (R&C) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. We are looking for a exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workforce Program Manager.

Key job responsibilities
Key Responsibilities Areas:

oLead various projects for WFM and Ops which has direct impact on cost, sla and SX.
oPrimary responsibility for functions within R&C owning end to end Service level delivery and Headcount utilization
oProvide a blended leadership support of multiple programs by looking into inhouse cross flexing, outsourcing opportunities, managing tool migrations ,etc
oClearly communicate dependencies and partner with team’s on changes or deviations to plan
oParticipate in wider R&C projects and initiatives.
oCoordinate with Operations, Training, Vendors, Capacity Planning, Forecasting and Finance teams to meet the project timelines with right level of approval mechanisms
oFully leverage existing technology, including global standardization of reporting
oRoot cause analysis and corrective action plan for variances in vendor operational performance
oProven track record of sound decision making, taking ownership, and delivering results in a leadership role.
oTrack record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency.
oAbility to dive deep into data, existing processes, people, and technology challenges in order to identify risks and opportunities.

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
- Experience defining program requirements and using data and metrics to determine improvements
- 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.
- Experience building capacity models using various statistical tools for forecasting and optimization.

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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