WFM Program Manager II CASA
WFM Program Manager II CASA
Posted on :
23-04-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 66800 - 142800
Vacancy
1 Vacancy
Posted on :
23-04-2025
Job Description
strives to be Earths most customercentric 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 worldclass ecommerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing worldclass 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 selfhelp 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 problemsolving 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 crossfunctional teams
Assist customer teams in change management strategies to ensure successful change management process implementation
Provide oncall 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 nontech teams
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 crossfunctional 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.
Speakinglisteningwriting skills attention to details proactive selfstarter
Proven ability to work in a dynamic ambiguous environment
Experience with automatic contact routing VoIP and any contact center case management tools.
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 $66800/year in our lowest geographic market up to $142800/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.
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 problemsolving 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 crossfunctional teams
Assist customer teams in change management strategies to ensure successful change management process implementation
Provide oncall 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 nontech teams
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 crossfunctional 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.
Speakinglisteningwriting skills attention to details proactive selfstarter
Proven ability to work in a dynamic ambiguous environment
Experience with automatic contact routing VoIP and any contact center case management tools.
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 $66800/year in our lowest geographic market up to $142800/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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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