Program Manager - Workforce Management Job in Amazon

DESCRIPTION

We are looking for an exceptional program manager who is passionate about Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us within the RCO Workforce Program Manager team.

The ideal candidate will possess both technical background that enables him/her to work with technology and a demonstrated ability to think broadly and strategically about global initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring understanding of technical infrastructure and stakeholder expectations.
Define the direction for the WFM PM programs and gain consensus and clear alignment at all levels as appropriate, within RCO/RCS.
Clearly defines In-Scope and Out-Scope projects, managing various tools or technology launches and support configuration for the RCO Department. Working with cross-disciplinary and cross functional teams like Operations, RCS, TASA, Data Engineering, GPOs and Tech Teams.
Becomes the "subject matter expert" on the projects they are leading advising their peers, managers and SMT.
Monitor overall programs progress, the execution and ensure the delivery is to an appropriate level of quality, ensuring the overall integrity of the program. At the same time anticipate risks, resolve issues and initiate corrective action as appropriate.
Effectively communicates - understands who needs information, what information is needed, who would provide that information and when is the information needed. Is also able to write good narratives and business cases. Reports and tracks all critical tasks in project. Follows right escalation channel to ensure delivery as planned.
Through their knowledge of change and using change management strategies and tactics they monitor project plans, secures resources, and drive change management strategies; collaborate effectively to achieve project goals.
Working with wider Workforce Management Team define, prioritize and plan the projects that need to be implemented to execute. Provide guidance by investigating trends, hypothesis and gaps using data and other forensic evidences and build transformation plan in agile fashion.

BASIC QUALIFICATIONS

Minimum 2 years tenure within Amazon (required).
1-year Program/Project management experience with a Program Managmeent Qualification (Lean, Aglie, Etc)
Strong stakeholder management skills, including communication and interpersonal skills.
Extremely comfortable with dealing with ambiguity and managing multiple priorities.
High capability for data mining, problem solving and analytical work, including the ability to interpret and draw conclusions from data.
Advanced Microsoft Office skills, particularly Excel and analytical platforms
Basic understanding of either SQL, Python or R.
Experience working with distributed teams, often in different countries
Industry experience in the support and services industries, which includes supporting and leading contact routing / ACD systems.

PREFERRED QUALIFICATIONS

Process specific expertise of Compliance functions i.e. KYC/Sanctions
Screening / Suspicious Activity Reporting or other regulatory functions within Compliance Operations in CTPS
MBA in relevant field of Operations
Exposure to quality tools like Six Sigma, Lean operations
Exposure to Technical Project management principles in the past.