Join Amazon's Dynamic Team as a Remote SPS Workforce Management Manager! We're seeking an exceptional leader to drive success in our Selling Partner Support team, providing world-class support to merchants selling on the Amazon platform. As a Workforce Management Manager, you will play a critical role in delivering service levels and staffing across global marketplaces, leveraging your expertise in workforce management, data analysis, and team leadership.
As a key member of our team, you will be responsible for developing and deploying new workforce management strategies, mapping operational processes, and using data-driven analytics to achieve key business objectives and performance targets. You will lead and manage a team of Real-Time Analysts and Workforce Specialists, providing ongoing development and management, and collaborating closely with stakeholders across Business Teams, Capacity, Scheduling, Site Operations, Training, Analytics, and leadership.
Key Responsibilities:
- Lead and manage a team of Real-Time Analysts and Workforce Specialists, providing ongoing development and management
- Monitor and react to Service Level alerts, managing expectations and ensuring consistent Service Level Agreements for Sellers
- Perform root cause analysis and implement preventive and corrective actions to address issues related to key performance indicators
- Partner with Operations Managers to design and agree upon service protection and staffing coverage strategies
- Manage business and executive-level escalations, including reporting to senior leadership
- Review existing processes and research new ones for possible improvements or enhancements
- Influence peer managers and internal stakeholders in functional areas on their organization's vision
- Set objectives with team members to enable achievement of department and functional goals
- Provide regular coaching and feedback to direct reports to help grow functional skills and leadership capability
Basic Qualifications:
- Bachelor's degree in a quantitative field (e.g., Business Intelligence, Finance, Engineering, Statistics, Computer Science, Mathematics)
- 5+ years of team management experience
- 3+ years of working cross-functionally with tech and non-tech teams
- Experience using data and metrics to drive improvements
- Advanced knowledge of Microsoft Excel (macros, pivots, lookups)
- 5+ years' experience managing a team of 5-10 RTAs/Schedulers and proven success in WFM or Operations Contact Centers
Preferred Qualifications:
- Experience implementing repeatable processes and driving automation or standardization
- Experience delivering cross-functional projects
Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
What We Offer:
- Competitive salary (base pay ranges from $74,800/year to $163,100/year, depending on location and experience)
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
- Full range of medical, financial, and/or other benefits
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.
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