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.
If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an 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 Workflow Manager.
The ideal candidate will possess both an optimization background that enables him / her to manage quantitative workforce planning and a demonstrated ability to think broadly and strategically about planning and workflow initiatives.
He / she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The successful candidate will lead the day-to-day operations and effectively manage performance with transparent metrics, data-
driven decisions and industry leading management techniques. He / she will be responsible for managing and delivering Service Level Agreements (SLAs) for the aligned workflows.
He / she should be an expert in project / program management who possesses the ability to work globally and cross-functionally with internal and external stakeholders.
He / she should be adept at data analysis including querying, building and maintaining dashboards and using data to improve his / her space of operations.
He / she should also be capable of identifying and prioritizing process and automation improvement opportunities.
Key Responsibilities Areas :
Lead a workforce planning team in SJO for the Sellers' TRMS vertical
Create best capacity plan for business by managing trade-offs between Customer Experience / Service Levels, Employee Experience, and Cost Effectiveness
Develop and improve multiple forecasting models using data analysis and statistical tools
Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage / track exceptions.
Participate in wider TRMS projects and initiatives. He / she will own providing optimal workflow and planning solutions for upcoming initiatives.
Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
Support local site management to optimize staffing requirements. Manage SLA through Phone / Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
Fully leverage existing technology, including global standardization of reporting
Regional partner for the forecast process
Representation of regional partner network in business reviews
Root cause analysis and corrective action plan for variances in operational performance (WFM metrics)
Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
Experience building and analyzing models using various statistical tools for forecasting and optimization.
Operations Research or Capacity Planning experience
Experience in leading a team similar to operations or support functions.
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
5+ years’ experience in analysis required
Proficient in advanced usage of Microsoft Excel
Must be fluent in English.
PMP certification or experience working on process / operational optimization
Analysis experience in Customer Service or Operations preferred
Experience automating or improving tools functionality through collaboration with Engineering or other Program Management teams.
Experience working with globally managed service providers.
Operations Research or Capacity Planning experience strongly preferred.
Some programming experience is a plus to automate tools whenever appropriate.
Basic / Working knowledge of Six Sigma tools and Lean techniques preferred.
Experience utilizing SQL
Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
Ability to work successfully in a dynamic, ambiguous environment.
Ability to meet tight deadlines and prioritize workloads.
Ability to develop new ideas and creative solutions.
Exceptional influencing and leadership skills