Amazon.com strives to be Earth's most customer-centric 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 - Amazon.com continues to grow and evolve as a world-class e-commerce platform.

The Selling Partner

Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help 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 problem-solving, 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 cross-functional teams
- Assist customer teams in change management strategies to ensure successful change management process implementation
- Provide on-call support which will require some nights and weekends.
- Occasional business travel and travel to other company facilities will be required

Basic Qualifications

- Bachelor's 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 non-tech teams
- Experience in Artificial Intelligence/Machine Learning (AI/ML) Standards Law
- 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 cross-functional environment
- Experience defining program requirements and using data and metrics to determine improvements





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
- 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.

- Speaking-listening-writing skills, attention to details, proactive self-starter
- Proven ability to work in a dynamic, ambiguous workplace
- Experience with automatic contact routing, VoIP and any contact center case management tools.
- Advance understanding of AI/ML concepts - NLP, computer vision, generative AI, LLMs, recommendation systems, etc.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Locations

- IND, KA, Bengaluru

📌 WFM Program Manager II, RPE (India)
🏢 Amazon
📍 India