AI-Driven Workflow Manager, CS Experience & Capacity

Amazon Inc.; Bogotá; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

Amazon Operation Services Colombia S.A.S. is seeking a Manager-Workflow for Customer Experience Metrics to own end-to-end workflow execution across multiple CS sites and geographies.

You will bridge tactical staffing with network-level strategy, guiding a team of analysts in shift planning, adherence, headcount alignment, and process improvements. You will partner with CS Operations, Capacity Planning and Finance to drive capacity plans, monitor KPIs, and push AI-driven automation across the NSP

Qualifications

• 4+ years of people management experience.
• Bachelor's degree or equivalent in BI, finance, engineering, statistics, computer science, mathematics or equivalent quantitative field.
• Experience building optimization models using Advanced Excel.
• Experience in Project/Program management.
• 2+ years of workflow experience.

Responsibilities

• Capacity Plan Execution: translate forecasted staffing into optimized site shift schedules and monitor staffing daily.
• Schedule Management and Staffing Alignment: manage headcount reporting, shift rotation, cross-training, and ramp integration.
• KPI Ownership and Performance Reporting: analyze and report on KPIs like Shrinkage, AHT, PTL daily/weekly/monthly.
• CSA Wellness and Occupancy Management: monitor occupancy, density, breaks; coordinate interventions.
• Process Improvement and AI Transformation: drive standardization and AI-enabled automation across sites.
• Stakeholder Partnership and Risk Mitigation: work with CS Ops, Capacity Planning, Finance, Training, and PxT to mitigate risks.
• Team Leadership and Talent Development: lead analysts across sites, provide feedback, coach, hire and onboard talent.
• Communication and Strategic Participation: present insights clearly to technical and non-technical audiences.

Skills

People management

Workflow experience

Project / Program management

Advanced Excel

Education

Bachelor's degree or equivalent in BI, finance, engineering, statistics, computer science, mathematics or equivalent quantitative field

Job description

Amazon Operation Services Colombia S.A.S. is seeking a Manager-Workflow for Customer Experience Metrics to own end-to-end workflow execution across multiple CS sites and geographies.

You will bridge tactical staffing with network-level strategy, guiding a team of analysts in shift planning, adherence, headcount alignment, and process improvements. You will partner with CS Operations, Capacity Planning and Finance to drive capacity plans, monitor KPIs, and push AI-driven automation across the NSP