WFM Program Manager II, RPE

strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices vast selection and convenience - continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Sellers needs before they recognize they may have a problem create innovative self-help tools and provide solutions to help our partners better serve their customers.

We are looking for a Workforce Management (WFM) Program Manager to lead WFM related projects related to our back end/front end systems and tools. The WFM Program Manager will partner closely with matrix partners to deliver mission critical initiatives and facilitate solutions and tools that will benefit SPS Operations. This role requires relationship building stakeholder management troubleshooting and problem-solving attention to detail and delivering high quality results on time.

Key job responsibilities
- Build knowledge and understanding of the WFM tools and solutions provided to stakeholders
- Lead engagements with matrix partners on initiatives and create detailed work plans using accurate and aligned requirements.
- Create project artifacts such as project scope communication matrix risk register escalation matrix charter document and detailed project plan
- Ensure that new projects are incorporated into planning cycles (OP1 OP2 etc.) including business documents
- Collaborate with Business Intelligence and Data Engineering as needed to develop sustainable reporting mechanisms for project success measures
- Create a mechanism to gather feedback during the project lifecycle
- Regularly communicate project status issues and risks and gather updates from cross-functional teams
- Assist customer teams in change management strategies to ensure successful change management process implementation
- Provide on-call support which will require some nights and weekends.
- Occasional business travel and travel to other company facilities will be required

- Bachelors degree
- 3 years of program or project management experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel at an intermediate level (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.)
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience in Artificial Intelligence/Machine Learning (AI/ML) Standards Law
- Workforce Management experience (Forecasting Scheduling Real Time Management) required
- Ability to perform many concurrent assignments and determine the need for changing priorities
- Commitment to customer experience and a high level of dedication enthusiasm motivation and persuasive ability in a team and cross-functional environment
- Experience defining program requirements and using data and metrics to determine improvements

- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Experience building processes project management and schedules
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Exceptional organizational skills and influencing and leadership skills
- 3 years experience in a Workforce Management Administrator position or 4 years of relevant WFM analyst experience (Forecasting Scheduling Real Time Management)
- Oral and written communication skills are required in order to provide appropriate customer support and interaction
- Quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications.
- Speaking-listening-writing skills attention to details proactive self-starter
- Proven ability to work in a dynamic ambiguous environment
- Experience with automatic contact routing VoIP and any contact center case management tools.
- Advance understanding of AI/ML concepts NLP computer vision generative AI LLMs recommendation systems etc

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