Sr. Workforce Manager Job in Amazon

DESCRIPTION

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon is seeking a WFM Sr Workforce Manager who will be responsible for developing strategies for outsourcing program launches and expansions.

The Buyer Risk Prevention (BRP) group designs and builds the software systems, risk models and operational processes that minimize risk and maximize trust in Amazon.com. 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.

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Our mission in Buyer Risk Prevention (BRP) is to make Amazon.com the safest place to shop online. The BRP team safeguards the order pipelines; monitoring, tracking, and managing risk to ensure long-term buyer satisfaction.

Key Responsibilities
Manage a team of WF managers (across multiple locations) and support worldwide network of business units, and operational centers.
Will be required to define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options;
- Leads planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.
Leads projects/initiatives and champions projects within and outside of organization or region; influences all participants when driving projects to ensure success.
Drives strategy and communicates BRP vision with internal and external teams
- Collaborates with Capacity Planning and Forecasting to determines location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc.
Identifies opportunities and risks, dives deep, and works with internal and external teams to implement solutions.
Innovates by driving continuous enhancements and operational efficiencies across all process areas.
Influences key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery.
Organizes team structure for multiple functional areas to ensure scalability for present and future volume needs
Escalate all major issues and site leaders and senior leadership whether theyre in operations or the affected businesses ensuring the right people know of the incident at the right time.
Communicates effectively with senior management and leaders across the organization to determine priorities and direction.
Creates the development of internal and external communication across organization locally and globally.
Influences peers, senior management, and external stakeholders on the organizational vision for their functional area(s)
Continuously builds network of talent inside and outside of company
Demonstrates and differentiates performance and leadership across multiple levels and is able to apply to hiring decisions
Creates mechanisms to quickly on-board new talent to the organization; mentors others
Is an effective coach and provides feedback to direct reports to help develop talent and support career development
Sets and balances goals across team, optimizing performance against department goals and employee development
Assesses and differentiates performance of team members across levels; articulates requirements for promotion ability to team members
Identifies resource needs for team
Describes the strategic importance of the departments vision inside and outside of team
Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies Amazon Leadership Principles

BASIC QUALIFICATIONS

Bachelors Degree in a quantitative field (engineering, economics, math, stats) required
Minimum of 5 years of work experience in Operations Management/ Workflow/ Planning role
Analytics experience in Service or Operation
Demonstrated Workflow Planning experience
Proven experience utilizing SQL, Microsoft Excel and dealing with large sets of data
Skills required
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
Ability to work swiftly and successfully in a dynamic, ambiguous environment
Ability to meet tight deadlines and prioritize workloads
Experience with making large scale decisions for a network of sites

PREFERRED QUALIFICATIONS

Post graduate degree in Business Administration or related field
Proven working knowledge of Six Sigma tools and Lean techniques
Some programming experience is a plus to automate tools whenever appropriate