WFM Program Manager, Workforce Management - Amazon

Description Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted store where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? If you are passionate around developing new and innovative methods that combine operations excellence, business insights and technology, Buyer Operations is looking for you. At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Our mission in Buyer Risk Prevention (BRP) is to make Amazon the safest place to shop online. The BRP team safeguards the order pipelines; monitoring, tracking, and managing risk to ensure long-term buyer satisfaction. We need a passionate and innovative Program Manager who will lead initiatives focused on expanding our fraud evaluation services for new product and global store launches. He/She will be part of global workforce management team (WFM) and works with Business, Product, Machine Learning and Operations in planning and execution of the offerings. The position requires being solution oriented, with a combination of deep business acumen, capacity planning, best practices, and an analytical mindset, to enable tactical workflow planning and proactive responses to service level challenges. Ideal candidate thrives in ambiguity and works with diverse stakeholder groups to build consensus with simple, yet impactful data driven solutions. Key job responsibilities - Manage customer promise for product lines. - Conceptualize and create processes which can be scaled and at the same time customizable per business needs. - Communicate to all the Stakeholders on the status, progress, dependencies, risks and issues with agreed mitigation plans for each of the launches. - Contribute to Weekly/Monthly/Quarterly Business Reviews. - Establish processes which enable steady flow of communication between Business/Product teams and WFM. - Work with WFM Site teams and Operations to ensure readiness for launch and meeting Service Level commitments. - Ensure post launch stability and transition of new offering to regular WFM execution. - Continuously look for opportunities to reduce the time to launch a new product/service/store. We are open to hiring candidates to work out of one of the following locations: Seattle, WA, USA Basic Qualifications - 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 (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 non-tech teams Preferred Qualifications - 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 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on 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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.