Workflow Manager — AI-Driven Capacity & CX

Hilton; Bogotá; Presencial; COP 120.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

Amazon is seeking a Manager-Workflow for Customer Experience Metrics in Bogotá. The role leads a team of Business Analysts focused on shift planning, scheduling, headcount alignment, and operational improvements across multiple sites and time zones.

The position emphasizes AI-driven transformation, capacity planning, and performance reporting to protect service levels and reduce costs. Collaboration with CS Operations, Finance, and Technology is essential.

Formación

• 4+ years of people management experience.
• Experience building optimization models using Advanced Excel.
• Experience in Project/Program management.
• 2+ years of workflow experience.

Responsabilidades

• Capacity Plan Execution: translate forecasted staffing requirements into CSA shift schedules across sites and time zones, monitor staffing against plan and take corrective actions.
• Schedule Management and Staffing Alignment: coordinate site staffing, headcount reporting, shift rotation, cross-training, and ramp integration, ensuring schedule adherence.
• KPI Ownership and Performance Reporting: analyze and report site performance using KPIs like Shrinkage, AHT, and PTL on daily/weekly/monthly cadences.
• CSA Wellness and Occupancy Management: monitor occupancy, schedule density, break adherence, and coordinate interventions to sustain workforce health.
• Process Improvement and AI Transformation: evaluate workflows, drive standardization, apply AI tools, and build automation for repetitive tasks.
• Stakeholder Partnership and Risk Mitigation: work with CS Operations, Capacity Planning, Finance, Training, PxT to identify risks and mitigation plans, partner with Technology.
• Team Leadership and Talent Development: lead a team across sites, set performance expectations, coach, hire and onboard talent.
• Communication and Strategic Participation: present scheduling insights clearly and participate in planning discussions.

Conocimientos

People management

Project management

Workflow management

Advanced Excel

Educación

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

Herramientas

Excel (Advanced)

Descripción del empleo

Amazon is seeking a Manager-Workflow for Customer Experience Metrics in Bogotá. The role leads a team of Business Analysts focused on shift planning, scheduling, headcount alignment, and operational improvements across multiple sites and time zones.

The position emphasizes AI-driven transformation, capacity planning, and performance reporting to protect service levels and reduce costs. Collaboration with CS Operations, Finance, and Technology is essential.