Sr. Workforce Manager, Program Management
San Jose, CR
hace 5 días

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 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 they’re 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 department’s vision inside and outside of team
  • Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies Amazon Leadership Principles
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