We are looking for an experienced professional with excellent analytical skills and strong business acumen to build and lead our Work Force Management (WFM) Program at Amazon's Global Security Operations Center (GSOC).
The individual manages a program covering various specializations including: Capacity Planning, Real-time Management, Scheduling, Forecasting and Reporting. The ideal candidate demonstrates workforce management expertise and an understanding of emergency management or call center environments, they are results and data driven, and a skilled communicator.
The Workflow Program Manager is responsible for managing Analysts who maintain forecasting, capacity planning, metric reporting, scheduling, and real time analysis of GSOC operations. This position requires strong attention to detail, an inquisitive mindset, and excellent communication skills. Your primary focus is capacity planning, developing staffing models, and creating data-driven headcount forecasts that align with business growth trajectories, as well as, metric reporting.
This is a full-time, on-site position and may include travel up to 25% of the year.
Key job responsibilities
A day in the life
You'll maintain a pulse on real-time operations by monitoring queue performance, managing schedule adherence, and making recommendations to optimize coverage. This includes coordinating voluntary extra time or voluntary time off based on volume fluctuations, adjusting break schedules, and reallocating resources across different channels. Your keen eye for detail will be essential in monitoring key metrics such as queue size and longest contact waiting times, while maintaining clear communication with Operations and Support teams.
You'll take ownership of schedule management for our hourly team of Specialists, balancing individual schedule exceptions with minimum staffing requirements. This includes processing shift bids, managing change requests, and developing robust contingency plans to ensure business continuity.
You’ll generate and analyze staffing reports, identify trending patterns, and maintain workforce management dashboards with key performance indicators. This includes working closely with GSOC leadership for planning and staffing requirements, ensuring our organization maintains optimal performance levels at all times.
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification listed describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re
passionate about this role and want to make an impact on a global scale, please apply!
About the team
The mission of Worldwide Operations Security (WWOS) is to support Amazon’s Worldwide Amazon Stores (WWAS), as well as affiliate and retail businesses, by creating and maintaining a work environment that is both prepared and secure through global security centers of excellence, staffed by subject matter experts in people and asset protection. We accomplish this by creating policy and implementation guidelines; training leadership and staff; using technology to eliminate subjectivity, complexity, and variation; identifying, preparing for, and mitigating risk; and auditing our practices to ensure compliance.
Located in Goodyear, Arizona, United States, the Global Security Operations Center (GSOC) provides critical support and notification to worldwide partners regarding critical incidents that have, or have potential to impact, Life Safety, Operations, and/or Amazon Brand. We are the central nervous system for WWOS’s security infrastructure. Operating 24/7/365, we function as a command center where teams monitor, analyze, and respond to critical incidents and/or crisis, across the globe, in real-time.
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 3+ years of program or project management experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Bachelor's degree, or PMP certificate- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
