Program Manager- WFM SAnDSAWS Support Engineering
Program Manager- WFM SAnDSAWS Support Engineering
Posted on :
14-04-2025
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1 Vacancy
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Job Description
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.
AWS Trust & Safety (T&S) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWSs customers partners and other stakeholders. T&S engages with a variety of stakeholders to understand cloud infrastructurerelated trust and safety issues develop fitforpurpose frameworks to assess and minimize risks for AWSs customers and develop guidelines and processes for responding to trust and safety issues. Our team members display a solid understanding of AWSs cloud infrastructure strong technical knowledge and the ability to exercise sound judgment on complex and timesensitive matters.
Key job responsibilities
As Workforce Management Program Manager in this role you are expected to set business objectives to deliver best system/process product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation. Have end to end responsibility of Workforce Management for all regions. Ensure WFM KPIs first response service level case backlog volume forecast Staffing coverage on time delivery manage incidents impacting AWS T&S work with Internal team for successful planning and skill management. Development of the overall Trust & Safety workforce management structure tactically driving teams in and outside of the organization to collaborate and deliver. Work with WFM leader in devising and executing WFM strategy in terms of vision people process and technology.
Manage full lifecycle of complex crossfunctional projects/programs/initiatives with considerable impact across multiple organizations. Partner with internal/external teams and engineering teams to determine what initiatives move forward and in what priority order. Create communicate and drive efforts that leads to successful results.
Own business strategic Kingpin goals
Development and management of KPIs targeting continuous improvement and operational efficiency.
Device workforce management strategies for improving support to business leaders.
Oversee gaps between teams processes and systems helping teams reduce exposure to classic failure modes (e.g. requirements not sufficiently understood or documented ineffective crossteam collaboration longterm impact(s) from security not considered insufficient stakeholder review etc.. Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
Work autonomously in an ambiguous environment seeking to understand business problems automation limitations scaling factors boundary conditions and reasons behind leadership decisions
Develop implement and maintain unified platform tools information systems and leverage analytics and data visualization to support reporting and decisionmaking process.
Develop implement document and communicate new processes and procedures. Effectively communicate and train stakeholders on the processes and procedures to ensure successful implementation.
Engage other Amazon business units globally (e.g. SE or CS) to share best practices or find trainings/certifications; Be an ongoing advocate for evolution to our Trust & Safety team mission.
Roll up your sleeves and do whatever is necessary; general manager / owner mentality.
Your excellent writing skills enable reporting and white papers for senior leadership and also provide our team direction on change management or small to large size process improvement initiatives.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud
A bachelors degree in an analytical or business field or comparable business experience with some technical background. 5 years of overall experience in a consumerfacing or service organization 3 years of experience in a large scale operations planning or supply chain teams Experience in building and managing capacity/workforce management plans for large scale global operations Experience using SQL for data analysis and reporting.
5 years of workforce management program experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy end to end delivery and communicating results to senior leadership
Strong data mining skills and experience working with Production Environment Metrics such as Forecasting AHT Shrinkage Overtime and FTE)
Excellent planning time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity.
Strong leadership skills with experience in managing global teams.
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.
AWS Trust & Safety (T&S) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWSs customers partners and other stakeholders. T&S engages with a variety of stakeholders to understand cloud infrastructurerelated trust and safety issues develop fitforpurpose frameworks to assess and minimize risks for AWSs customers and develop guidelines and processes for responding to trust and safety issues. Our team members display a solid understanding of AWSs cloud infrastructure strong technical knowledge and the ability to exercise sound judgment on complex and timesensitive matters.
Key job responsibilities
As Workforce Management Program Manager in this role you are expected to set business objectives to deliver best system/process product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation. Have end to end responsibility of Workforce Management for all regions. Ensure WFM KPIs first response service level case backlog volume forecast Staffing coverage on time delivery manage incidents impacting AWS T&S work with Internal team for successful planning and skill management. Development of the overall Trust & Safety workforce management structure tactically driving teams in and outside of the organization to collaborate and deliver. Work with WFM leader in devising and executing WFM strategy in terms of vision people process and technology.
Manage full lifecycle of complex crossfunctional projects/programs/initiatives with considerable impact across multiple organizations. Partner with internal/external teams and engineering teams to determine what initiatives move forward and in what priority order. Create communicate and drive efforts that leads to successful results.
Own business strategic Kingpin goals
Development and management of KPIs targeting continuous improvement and operational efficiency.
Device workforce management strategies for improving support to business leaders.
Oversee gaps between teams processes and systems helping teams reduce exposure to classic failure modes (e.g. requirements not sufficiently understood or documented ineffective crossteam collaboration longterm impact(s) from security not considered insufficient stakeholder review etc.. Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
Work autonomously in an ambiguous environment seeking to understand business problems automation limitations scaling factors boundary conditions and reasons behind leadership decisions
Develop implement and maintain unified platform tools information systems and leverage analytics and data visualization to support reporting and decisionmaking process.
Develop implement document and communicate new processes and procedures. Effectively communicate and train stakeholders on the processes and procedures to ensure successful implementation.
Engage other Amazon business units globally (e.g. SE or CS) to share best practices or find trainings/certifications; Be an ongoing advocate for evolution to our Trust & Safety team mission.
Roll up your sleeves and do whatever is necessary; general manager / owner mentality.
Your excellent writing skills enable reporting and white papers for senior leadership and also provide our team direction on change management or small to large size process improvement initiatives.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud
A bachelors degree in an analytical or business field or comparable business experience with some technical background. 5 years of overall experience in a consumerfacing or service organization 3 years of experience in a large scale operations planning or supply chain teams Experience in building and managing capacity/workforce management plans for large scale global operations Experience using SQL for data analysis and reporting.
5 years of workforce management program experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy end to end delivery and communicating results to senior leadership
Strong data mining skills and experience working with Production Environment Metrics such as Forecasting AHT Shrinkage Overtime and FTE)
Excellent planning time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity.
Strong leadership skills with experience in managing global teams.
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:
Manager
Employment Type
Full-Time
Key Skills
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