Amazon UK Jobs – Prog. Manager

About the job

Description

The Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ‘ill-intentioned’. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace.

We are looking for a exceptional performer who is passionate about Customer Experience, driving Service Level and managing short term capacity, who thinks/acts globally, and who has the ability to contribute with new innovations in the industry and join us as a Workforce Program Manager.

Key Responsibilities Include

• Derive a mechanism on building the short term capacity and constantly meet the planned capacity with minimum deviation
• Drive SL management and TP metrics as a key output goal for the respective programs
• Demonstrate abilities to consistently uplift capacity through regular operational levers, and drive the change with Ops for execution
• Drive headcount utilization optimally and reduce any leakage in capacity (defined/undefined as on date)
• Work with multiple teams – Capacity Planning (GPSS), Finance, Internal WFM, GPO and Ops to drive multiple initiatives/launches leading to functional efficiency gain
• Create internal audit mechanisms around queue routing, profile to skill mapping, staff-group alignment, etc.
• Participate in wider RCO projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.
• Fully leverage existing technology, including global standardization of reporting and build standard dashboards for a complete transparency on process health
• Work closely with project teams/product teams on forecasting mechanisms/timeliness and bridge any gap on forecast to staffing, and mitigate any negative impact to capacity

We Expect The Person To Have

• Proven track record of sound decision making, taking ownership, and delivering results in a leadership role.
• Track record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency.
• Ability to dive deep into data, existing processes, people, and technology challenges in order to identify risks and opportunities.
• Strong interpersonal skills, including the written and oral communication skills necessary to build relationships and positively influence decision making.
• Demonstrated ability to meet deadlines while managing multiple projects.
• Operations Research or Capacity Planning experience strongly preferred.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• Ability to work successfully in a dynamic, ambiguous environment.
• Exceptional influencing and leadership skills

Basic Qualifications

• Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
• Experience of 5+ years in leading global teams/ops teams/complex programs
• Experience of 3+ years in using workforce management solutions like Aspect
• Experience building capacity models using various statistical tools for forecasting and optimization.

Preferred Qualifications

• Master’s Degree in a quantitative field (engineering, economics, math, statistics)
• SQL knowledge and knowledge around data warehouse, table creation
• Hand-on experience in BI dashboards

Company – Amazon UK Services Ltd.

Job ID: A1887798