Program Manager- Global Planning , R&C WFM team
Program Manager- Global Planning , R&C WFM team
Posted on :
07-07-2025
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1 Vacancy
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Job Description
Job Description
At Amazon were working to be the most customer-centric company on earth. To get there we need exceptionally talented bright and driven people. Our mission in CTPS ( Customer Trust and Partner Support) is to make the safest place to shop online. The CTPS team safeguards the order pipelines; monitoring tracking and managing risk to ensure long-term buyer satisfaction.
As a member of Amazons Global Planning and Site Strategy (GPSS) the successful candidate will assume primary responsibility for raising the performance bar proactively balancing growth with demand and driving new innovation for global forecasting headcount planning and network capacity. The ideal candidate will possess both an analytical background that enables them to manage global network planning and a demonstrated ability to think broadly and strategically. In this role you will experience a wide range of problem solving situations strategic to real-time requiring extensive use of data collection and analysis.
The successful candidate will work with multiple stakeholders to drive CTPS strategy to optimize resource utilization reduce organizational costs and increase our CTPS associate experience. The optimal candidate is an experienced and professional who will excel within an entrepreneurial culture fostering transparent customer relationships balance frugality with creativity and function and able to successfully work in a fast-paced and time sensitive environment.
Key responsibilities include:
Customer Relationships - Develop good relationships and partnerships with internal and external CTPS departments to quantify business projections forecast network capacity investigate underlying issues to mitigate risks and create short and long-term solutions.
Demand/Supply/Capacity Planning
Calculate required headcount and plan capacity across global sites based on volume received from forecasting team and inputs received from other teams
Monitor execution of headcount plans analyze plan performance against volume trends SLAs projected capacity vs. actual capacity and track/analyze impacts of process improvements
Prepare ad hoc analysis like excess analysis & participate on projects as needed
Keep track on hiring and inform stakeholders in case of any delay
Forecast contacts and plan capacity for worldwide IPV program.
Weekly/Monthly governance on HC utilization.
Constant communication with WFM business team finance senior leadership operations recruitment and other internal clients on status of plan vs Actual
Participate and contribute to business review meetings and document writing to promote team efforts.
Improves previously defined processes with quantified positive impact.
Optimizes cross-team processes that improve team efficacy and delivery.
Responsible for gathering and summarizing feedback on project launch misses and communicating to all teams involved in a timely manner
Key job responsibilities
Forecast contacts and plan capacity for worldwide contact center network for IPV program.
Improve performance to plan by identifying measuring and managing key metrics related to customer service
Capture the right metrics to influence stakeholders and measure success
Participate in global customer service initiatives and project roll outs to cater to growing business needs
Coordinate with internal and outsourcing network operation teams to meet business service levels.
Promote process improvement and standardization of processes across all sites in the network.
Manages meetings effectively drive detailed discussions and high-level alignment on planning cycles like OP1 OP2 Q2G Q3G RNO and 3YP plans.
Manage the strategic planning lifecycle for business vertical including OP1/OP2 intake project prioritization and value creation
Manage fluctuations in business headcount demand building a resourcing and capacity strategy that can flex and scale when needed incorporating a blend of FTE FTC temporary or outsourced HC.
Building and implementing a structured cadence and format for resourcing capacity reporting and insight that importantly drives discussion and action
- 3 years of program or project management experience
- 3 years of working cross functionally with tech and non-tech teams experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelors degree
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
- 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
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.
At Amazon were working to be the most customer-centric company on earth. To get there we need exceptionally talented bright and driven people. Our mission in CTPS ( Customer Trust and Partner Support) is to make the safest place to shop online. The CTPS team safeguards the order pipelines; monitoring tracking and managing risk to ensure long-term buyer satisfaction.
As a member of Amazons Global Planning and Site Strategy (GPSS) the successful candidate will assume primary responsibility for raising the performance bar proactively balancing growth with demand and driving new innovation for global forecasting headcount planning and network capacity. The ideal candidate will possess both an analytical background that enables them to manage global network planning and a demonstrated ability to think broadly and strategically. In this role you will experience a wide range of problem solving situations strategic to real-time requiring extensive use of data collection and analysis.
The successful candidate will work with multiple stakeholders to drive CTPS strategy to optimize resource utilization reduce organizational costs and increase our CTPS associate experience. The optimal candidate is an experienced and professional who will excel within an entrepreneurial culture fostering transparent customer relationships balance frugality with creativity and function and able to successfully work in a fast-paced and time sensitive environment.
Key responsibilities include:
Customer Relationships - Develop good relationships and partnerships with internal and external CTPS departments to quantify business projections forecast network capacity investigate underlying issues to mitigate risks and create short and long-term solutions.
Demand/Supply/Capacity Planning
Calculate required headcount and plan capacity across global sites based on volume received from forecasting team and inputs received from other teams
Monitor execution of headcount plans analyze plan performance against volume trends SLAs projected capacity vs. actual capacity and track/analyze impacts of process improvements
Prepare ad hoc analysis like excess analysis & participate on projects as needed
Keep track on hiring and inform stakeholders in case of any delay
Forecast contacts and plan capacity for worldwide IPV program.
Weekly/Monthly governance on HC utilization.
Constant communication with WFM business team finance senior leadership operations recruitment and other internal clients on status of plan vs Actual
Participate and contribute to business review meetings and document writing to promote team efforts.
Improves previously defined processes with quantified positive impact.
Optimizes cross-team processes that improve team efficacy and delivery.
Responsible for gathering and summarizing feedback on project launch misses and communicating to all teams involved in a timely manner
Key job responsibilities
Forecast contacts and plan capacity for worldwide contact center network for IPV program.
Improve performance to plan by identifying measuring and managing key metrics related to customer service
Capture the right metrics to influence stakeholders and measure success
Participate in global customer service initiatives and project roll outs to cater to growing business needs
Coordinate with internal and outsourcing network operation teams to meet business service levels.
Promote process improvement and standardization of processes across all sites in the network.
Manages meetings effectively drive detailed discussions and high-level alignment on planning cycles like OP1 OP2 Q2G Q3G RNO and 3YP plans.
Manage the strategic planning lifecycle for business vertical including OP1/OP2 intake project prioritization and value creation
Manage fluctuations in business headcount demand building a resourcing and capacity strategy that can flex and scale when needed incorporating a blend of FTE FTC temporary or outsourced HC.
Building and implementing a structured cadence and format for resourcing capacity reporting and insight that importantly drives discussion and action
- 3 years of program or project management experience
- 3 years of working cross functionally with tech and non-tech teams experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelors degree
- Knowledge of Excel (Pivot Tables VLookUps) at an advanced level and SQL
- 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
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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