The Registration & Compliance (R&C) 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 leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workflow Manager.
Key Responsibilities Areas:
· Lead a workforce planning team in Cork site and regions
· Primary responsibility for functions within R&C owning end to end Service level delivery and Headcount utilization
· Provide a blended leadership support of multiple programs (Realtime mechanism, Scheduling, workforce projects)
· Create best capacity plan for business by managing trade-offs between Seller Experience/Service Levels, Employee Experience, and Cost
· Mitigate capacity risks by managing dependencies across multiple sites and marketplace’s
· Clearly communicate dependencies and partner with team’s on changes or deviations to plan
· Participate in wider R&C projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.
· Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
· Support site management to optimize staffing requirements
· Manage SLA through email and/or phone routing, monitoring systems providing recommended workflow options and directives to maintain acceptable SLA.
· Fully leverage existing technology, including global standardization of reporting
· Root cause analysis and corrective action plan for variances in operational performance
· 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.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our
Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.
· Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
· Experience of 5+ years in leading a workforce planning team
· Experience of 7+ years in using workforce management solutions like Aspect
· Experience building capacity models using various statistical tools for forecasting and optimization.
· Masters Degree in a quantitative field (engineering, economics, math, statistics)
· Experience in Aspect or equivalent eWFM platform
· Experience in advanced data analytics, relevant to WFM and Ops metrics
· Experience in managing multi-geography based teams
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (
https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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.
