Program Manager I, WFM

Amazon Inc.; Hyderabad; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Amazon Inc. in Hyderabad is seeking a Workforce Scheduling Specialist for the SAP vertical who can deliver best-in-class customer experience in a 24/7 environment. The role requires creating capacity plans, forecasting demand, and coordinating with Operations, Capacity Planning and Finance to optimize staffing and meet SLA.

Responsible for developing forecasting models, mitigating risks, and supporting SAP initiatives to ensure right staffing at the right times while minimizing waste.

Qualifications

• Experience in program or project management.
• Experience in SAP or workforce scheduling is a plus.
• Experience in e-commerce or large online retail environments is preferred.

Responsibilities

• Create best capacity plan by managing trade-offs between customer experience, service levels, and cost.
• Develop and improve forecasting models using data analysis and statistical tools.
• Mitigate capacity risks by managing dependencies across multiple operating units and communicate dependencies.
• Participate in SAP projects and initiatives, providing optimal workflow and planning solutions.
• Coordinate with Operations, Capacity Planning and Finance to analyze historical data and forecast demand.
• Analyze daily, weekly, and monthly performance via KPIs and manage staffing accordingly.
• Support local site management to optimize staffing and SLA adherence.

Skills

Program management

Education

Bachelor's degree or equivalent

Job description

At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Scheduling Specialist for SAP vertical.
The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. Candidate should be able to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. Clearly communicates to all stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also able to write narratives.
If Successful the candidate will work towards reducing staffing GAPs using both strategic and analytical abilities to make sure we always have right amount of employees staffed at the right times. And along with ensuring maximum productive utilization of the available staff.
Key job responsibilities
Key Responsibilities:
Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
Develop and improve forecasting models using data analysis and statistical tools.
Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
Participate in wider SAP projects and initiatives. Candidate will own providing optimal workflow and planning solutions for upcoming initiatives.
Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of performance via Key Performance Indicators.
Support local site management to optimize staffing requirements. Manage SLA through monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
Fully leverage existing technology and build new platforms and models to help business achieve success.

• Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Develop and improve forecasting models using data analysis and statistical tools.
• Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
• Participate in wider SAP projects and initiatives. Candidate will own providing optimal workflow and planning solutions for upcoming initiatives.
• Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of performance via Key Performance Indicators.
• Support local site management to optimize staffing requirements. Manage SLA through monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
• Fully leverage existing technology and build new platforms and models to help business achieve success.

Basic Qualifications

- Experience in program or project management

Preferred Qualifications

- Bachelor's degree or equivalent
- Experience in e-commerce

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.

Location: ES, Community of Madrid, Madrid

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.