Program Manager Work Force Management Global Security Operations Center
Program Manager Work Force Management Global Security Operations Center
Posted on :
09-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
09-04-2025
Job Description
We are looking for an experienced professional with excellent analytical skills and strong business acumen to build and lead our Work Force Management (WFM) Program at Amazons Global Security Operations Center (GSOC).
The individual manages a program covering various specializations including: Capacity Planning Realtime Management Scheduling Forecasting and Reporting. The ideal candidate demonstrates workforce management expertise and an understanding of emergency management or call center environments they are results and data driven and a skilled communicator.
The Workflow Program Manager is responsible for managing Analysts who maintain forecasting capacity planning metric reporting scheduling and real time analysis of GSOC operations. This position requires strong attention to detail an inquisitive mindset and excellent communication skills. Your primary focus is capacity planning developing staffing models and creating datadriven headcount forecasts that align with business growth trajectories as well as metric reporting.
This is a fulltime onsite position and may include travel up to 25 of the year.
Key job responsibilities
A day in the life
Youll maintain a pulse on realtime operations by monitoring queue performance managing schedule adherence and making recommendations to optimize coverage. This includes coordinating voluntary extra time or voluntary time off based on volume fluctuations adjusting break schedules and reallocating resources across different channels. Your keen eye for detail will be essential in monitoring key metrics such as queue size and longest contact waiting times while maintaining clear communication with Operations and Support teams.
Youll take ownership of schedule management for our hourly team of Specialists balancing individual schedule exceptions with minimum staffing requirements. This includes processing shift bids managing change requests and developing robust contingency plans to ensure business continuity.
Youll generate and analyze staffing reports identify trending patterns and maintain workforce management dashboards with key performance indicators. This includes working closely with GSOC leadership for planning and staffing requirements ensuring our organization maintains optimal performance levels at all times.
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification listed describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre
passionate about this role and want to make an impact on a global scale please apply!
About the team
The mission of Worldwide Operations Security (WWOS) is to support Amazons Worldwide Amazon Stores (WWAS) as well as affiliate and retail businesses by creating and maintaining a work environment that is both prepared and secure through global security centers of excellence staffed by subject matter experts in people and asset protection. We accomplish this by creating policy and implementation guidelines; training leadership and staff; using technology to eliminate subjectivity complexity and variation; identifying preparing for and mitigating risk; and auditing our practices to ensure compliance.
Located in Goodyear Arizona United States the Global Security Operations Center (GSOC) provides critical support and notification to worldwide partners regarding critical incidents that have or have potential to impact Life Safety Operations and/or Amazon Brand. We are the central nervous system for WWOSs security infrastructure. Operating 24/7/365 we function as a command center where teams monitor analyze and respond to critical incidents and/or crisis across the globe in realtime.
3 years of defining and implementing process improvement initiatives using data and metrics experience
3 years of program or project management experience
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and nontech teams
Bachelors degree or PMP certificate
3 years of driving end to end delivery and communicating results to senior leadership experience
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The individual manages a program covering various specializations including: Capacity Planning Realtime Management Scheduling Forecasting and Reporting. The ideal candidate demonstrates workforce management expertise and an understanding of emergency management or call center environments they are results and data driven and a skilled communicator.
The Workflow Program Manager is responsible for managing Analysts who maintain forecasting capacity planning metric reporting scheduling and real time analysis of GSOC operations. This position requires strong attention to detail an inquisitive mindset and excellent communication skills. Your primary focus is capacity planning developing staffing models and creating datadriven headcount forecasts that align with business growth trajectories as well as metric reporting.
This is a fulltime onsite position and may include travel up to 25 of the year.
Key job responsibilities
A day in the life
Youll maintain a pulse on realtime operations by monitoring queue performance managing schedule adherence and making recommendations to optimize coverage. This includes coordinating voluntary extra time or voluntary time off based on volume fluctuations adjusting break schedules and reallocating resources across different channels. Your keen eye for detail will be essential in monitoring key metrics such as queue size and longest contact waiting times while maintaining clear communication with Operations and Support teams.
Youll take ownership of schedule management for our hourly team of Specialists balancing individual schedule exceptions with minimum staffing requirements. This includes processing shift bids managing change requests and developing robust contingency plans to ensure business continuity.
Youll generate and analyze staffing reports identify trending patterns and maintain workforce management dashboards with key performance indicators. This includes working closely with GSOC leadership for planning and staffing requirements ensuring our organization maintains optimal performance levels at all times.
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification listed describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre
passionate about this role and want to make an impact on a global scale please apply!
About the team
The mission of Worldwide Operations Security (WWOS) is to support Amazons Worldwide Amazon Stores (WWAS) as well as affiliate and retail businesses by creating and maintaining a work environment that is both prepared and secure through global security centers of excellence staffed by subject matter experts in people and asset protection. We accomplish this by creating policy and implementation guidelines; training leadership and staff; using technology to eliminate subjectivity complexity and variation; identifying preparing for and mitigating risk; and auditing our practices to ensure compliance.
Located in Goodyear Arizona United States the Global Security Operations Center (GSOC) provides critical support and notification to worldwide partners regarding critical incidents that have or have potential to impact Life Safety Operations and/or Amazon Brand. We are the central nervous system for WWOSs security infrastructure. Operating 24/7/365 we function as a command center where teams monitor analyze and respond to critical incidents and/or crisis across the globe in realtime.
3 years of defining and implementing process improvement initiatives using data and metrics experience
3 years of program or project management experience
Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and nontech teams
Bachelors degree or PMP certificate
3 years of driving end to end delivery and communicating results to senior leadership experience
Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
Experience building processes project management and schedules
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Exec
Employment Type
Full-Time
Key Skills
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