Sr Manager Capacity Planning and Workforce Management Payment Risk Operations

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of eCommerce transactions in different countries What would you do to create a trusted store where millions of buyers and sellers can safely transact online Are you passionate about planning for capacity and driving operational excellence in a very ambiguous environment and ready for the next step in leading and building a team of your own If you are passionate around developing new and innovative planning methods that combine finance operations excellence business insights and technology Payment Risk Operations is looking for you!

We are seeking a passionate innovative senior leader to lead the end to end capacity planning efficiency improvement and workforce management of an organization of more than 2000 Fraud Investigators sitting in multiple countries working in both brick/mortar and virtual sites who service 13 countries. The ideal candidate will be leading capacity planning model development operational site planning and work routing globally. This candidate will have prior experience leading in Capacity Management/Workflow/Logistics and will demonstrate outstanding business acumen and judgment excellent analytical abilities/datadriven decision making strong technical skills superior written and verbal communication skills and the ability to influence crossfunctional teams and partners across Operations Product Machine Learning and Finance teams. They must be a selfstarter comfortable with ambiguity and juggling multiple projects able to think big and be creative (while paying careful attention to detail) and will enjoy working in a fastpaced dynamic environment. Strong initiative inquisitive curiosity team leadership project management and quantitative skills are imperative for success as well as the ability to scale through the team lead and grow talent globally. The team will develop world class processes and tools that will drive the efficient planning and cost management for the Payment Risk Operations which allows them the ability to ensure the right skill right time globally 24x7x365. The Team handles tens of millions of cases with varied unique demand drivers. Effectively leading this function will result in lower operational costs and deliver a superior customer experience.

Key job responsibilities
Capacity Planning and Workforce Management:
Drive the strategic direction for longterm and shortterm capacity planning staff solutions strategy and geographic diversification
Set staffing targets for our Operations teams by managing tradeoffs between Customer Experience/Service Levels Employee Experience Operational Flexibility and Cost Effectiveness
Lead longterm automation of resource planning processes: 1 Capacity Planning 2 Long and short term forecasting 3 cost improvements and 4 reporting

Deliver HandsOffTheWheel (HOTW) of planning and scheduling for multiple large scale/high velocity events such as Peak/Prime Day throughout the year
Drive telephony capacity planning and workforce management decision support systems capabilities. Provides input and thought leadership on new tool capabilities and enhancements
Lead local site management and workflow teams to optimize staffing requirements
Offer data insights and provide guidance to senior leadership with regards to future site strategy including country mix and brick/mortar vs. virtual split

Analytics and Insights:
Manage the analysis of daily weekly and monthly reporting of business performance via Key Performance Indicators
Manage a team of capacity modelers and analysts who generate insights that drive the business
Deliver reporting in the form of Weekly Business Reviews Monthly Finance Reviews Quarterly Operational Guidance and OP1/OP2 OPEX plans


About the team
About the Organization: Payment Risk Operations (PRO) plays a critical role within Buyer Risk Prevention (BRP) in protecting our Customers and Amazon from payment related fraud misuse and abuse.

Bachelors degree with emphasis in Finance Accounting economics Math Business OR equivalent experience
3 years handson experience leading operational forecasting staffing and scheduling for a multilocation operation
3 years of experience managing a team of 20 or more
Proven track record of hiring/developing talent that has scaled with an organization
Demonstrated proficiency with excel SQL


Masters degree with emphasis in Finance Accounting economics Math Business OR equivalent experience
5 years handson experience leading operational forecasting staffing scheduling and workforce management for a multilayered complex organization across multilocation operations worldwide
5 years of experience managing a team of 50 across multiple geographies with multiple layers of leadership embedded
Examples of hiring/developing talent to senior levels of leadership in an organization
Demonstrated proficiency with MS Office as well as industry standard staffing and capacity planning software

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $141400/year in our lowest geographic market up to $233800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.