Manager Workforce Management, Brand Protection Business Operations

Job Description

Job summaryHave you ever thought about what it takes to detect and prevent bad actors (sellers) from selling infringing products of other brands, on our marketplaces among hundreds of millions of listed products What would you do to create a trusted marketplace where millions of buyers and sellers can safely trust the product being transacted online What kinds of processes and systems would you build to maximize brand trust and seller trust Amazon is seeking a Workforce Manager who will be responsible with his/her team, for driving service levels, developing strategies for service expansions and optimizing resource utilization/occupancy through innovative ideas.At Amazon, were working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and intelligence driven people. Manager Workforce is a role where we are looking for an exceptional leader who is passionate about the Service Delivery Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workflow Manager. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to learn new workflow technologies and make data driven decisions for project deliverables while operating with significant autonomy and discretion. He/She will possess leadership experience in the workforce management domain with respect to best in class real-time mechanisms, intermediate level reporting skills, optimizing manpower in contact center environments. and lead a high performing team across the globe as manager of managers. The individual must be capable to support and own proactive tactical & strategic workforce management projects to address customer facing challenges and drive high stake initiatives across several programs.This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results.Key job responsibilities1. Lead a workforce planning team2. Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.3. Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.4. Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Real Time team to support the customer Experience at all times.5. Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time.6. Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.7. Works as SME, guide RTA and Analysts to drive daily performance call for business status, reports and metrics, reviewing them daily for trends and potential problems at a global level.8. Communicates effectively with peer Workforce leads and Managers across the same functional areas worldwide to drive priorities.9. Participate in wider Brand Protection projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.10. Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.11. Support local site management to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA.12. Partner with engineering team to develop progressive tools and technology enablers that will improve operating performance and efficiency of the Brand Protection Operations centers13. Lead critical projects to improve workflow processes.14. Fully leverage existing technology, including global standardization of reporting.About the teamBrand Protection Business Operations:Our vision is to be the center of excellence for Brand Protection services that delivers best-in-class solutions to our stakeholders to build the most trustworthy marketplace in the world. We achieve this by leveraging technological tools, automated algorithms and analytics that are focused on operational excellence., Experience in people management 3+ years experience working cross functionally with tech and non-tech teams Experience defining program requirements and using data and metrics to determine improvements 3+ years experience in program or project management Proven and working knowledge of several workforce management tools and techniques Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of service delivery and people development are important for this role.

Keyskills :
center of excellenceservice levelsmusic makingexecutive presentation skillscontact center