Workforce Management Lead, eero CS - Amazon

Description Wifi is the foundation of the modern home. Without it, nothing works. eero, an Amazon company, is the first company to deliver a whole home WiFi experience using mesh technology, ensuring there isn't a home layout or connected device we can't handle. Fixing connectivity is, however, just the start. We're working on the building blocks of the smart home by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. A home that anticipates our needs, takes care of us and our families, keeps us safe and healthy, and saves money and energy. eero Customer Support (CS) is seeking an experienced Workforce Manager to lead workforce / capacity planning for our teams across the globe. You'll be the single threaded workforce leader, owning capacity planning, service level commitments, forecasting, and real time adherence - working in partnership with our CS teams to deliver an exceptional customer experience. Key job responsibilities As the Workforce Manager for eero CS, you'll work cross functionally with Operations and Vendor Management to ensure service level commitments are met. You'll build forecast for long term planning, using data to create short term schedules to an interval level across our Retail & Enterprise queues, balancing customer experience with cost effective staffing strategies. As a Workforce Manager you'll be responsible for: - Working with Operational Management and Vendor Management to design and deliver service delivery / capacity planning strategies. - Providing real-time escalation, recovery, and restore capabilities for any failure of service. - Continuously reviewing existing processes and researching new ones for possible automation improvements or enhancements. - Participating in wider Biz Ops projects and initiatives, providing workflow and planning solutions for upcoming initiatives. - Partnering with Operations, Business Development and Finance teams to analyze historical and forward looking data / work trends, provide workflow inputs for budget and staffing decisions. - Performing analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators - Support local site management to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA A day in the life You'll have the opportunity to, every day, directly influence our customer experience. Your day will start with ensuring we have the right people in place to meet our expected customer contact demands. You'll review previous days performance, meeting with teams across our vendor and internal sites, including our Network Operations Center (NOC) to validate queue health. You'll get to obsess over staffing strategies, balancing occupancy with needed offline time. This role is more than just monitoring queues and creating schedules. You'll work cross functionally with teams to understand how our marketing, bizops, and new product / feature launches will impact contact volume. You'll use your understanding of our customers, and their contact trends, to inform broader business decisions. About the team The eero CS organization is responsible for our T1, T2, and T3 level customer support. This includes Vendor Management for our outsource agents spread throughout the globe, and Operations Management for our internal teams providing support to our ISP, Pro, and eero for Business customers. In addition, support functions like our Learning and Development, Knowledge Management and Quality operations, Business Intelligence and Analytics, Workforce Management, and our Network Support Engineering team. We are open to hiring candidates to work out of one of the following locations: Seattle, WA, USA Basic Qualifications - 5+ years of program or project management 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 - Bachelor's degree in a relevant field, such as Business, Finance, Statistics, or Data Science. Advanced degrees or certifications are a plus. - Previous experience as a Workforce leader, or similar role. - Proficiency with scheduling tools (Microsoft Excel, Assembled, Nice, etc) along with formulas (Erlang C, etc) and concurrency modeling across Chat and Email. - Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights. Preferred Qualifications - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field - Professional Certifications (CWPP, SWP, etc ) 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 $92,500/year in our lowest geographic market up to $185,000/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.