Job Title IT Operations / EDP / MIS
Category Software Developers, Applications
Payment Risk Operations drives stopping the bad actors from using our systems to hurt our customers. Our job is to safeguard our customers and deter the ill-intentioned. We do this by ensuring that we have the right staffing for a 24-by-7-by-365 operation worldwide that support our existing countries, new countries, and all of the many new product offerings that Amazon is launching.To deliver on this our Buyer Operations team is looking for a talented Senior Program Manager who will be able to front end long term headcount and capacity planning. This leader will take ownership of our planning for global staffing covering Amazon largest workforce mitigating for Risk. The incumbent you will help define the team vision, develop the tools strategy, build and deliver our roadmap for process and planning improvements, and deliver our planning output for HC staffing. To do this we are looking for a leader who is blend of process, analytical, and communication skills. This position requires a solution-oriented candidate with a combination of deep business acumen, capacity planning, statistical best practices, and an analytical mindset to enable tactical workflow planning and proactive responses to service level challenges. The candidate must have the ability to work with diverse stakeholder groups to solve business problems and provide data solutions that are organized and simple to understand.Some of the challenges this person will get to solve with their team and the responsibilities that she/they/he will own:1. What is the long term investigations strategy for Buyer Operations 2. How do we mature our tools and process to support our forecasting and planning from a yearly and monthly view to a weekly, daily, and sub-day view in support of ever faster shipping speeds at Amazon 3. Creating and iterating metrics in Operational delivery such as planned resolves (funded capacity) and drive those metrics with our Machine Learning partners.4. Clearly communicate dependencies and manage/track expectations via flash reports and documentation5. Build an Analysis function that allows us to quickly ask big questions and take the answers as inputs to our planning and execution.9. Devise long-term plans of a clear Return on Investment models for HC planning and execution11. Build-Operate-Transfer modeling of capacity between forecasts, planning and operational execution via WFM and Operations.What you can expect in the role a. Ambiguity: High degree of uncertainty in both problem definition and solution approach. Delivers with complete independence.b. Execution: Initiates the design, development, and implementation of analysis projects that optimize staffing, scheduling, shifts. Applies analytical principles/concepts to problems. Makes informed trade-offs to deliver results.c. Knowledge: Knowledge of contact/call center domains. Skillset to apply analytical principles, tools, and techniques.d. Results & Accountability: Ensures that effective controls are developed and maintained across the organization., 5+ years of experience in program or project management Experience defining program requirements and using data and metrics to determine improvements 5+ years of experience working cross functionally with tech and non-tech teams 5+ years of experience delivering cross functional projects Bachelors degree 5+ years of program/project management experience 5+ years of experience leading projects in Operations environment Demonstrated ability to work well in a team environment and work under tight deadlines Proven ability to drive projects efficiently in a cross-functional environment by establishing respect and confidence in the business and technical communities Proven knowledge of Six Sigma tools and Lean techniques Proven analytic skills Demonstrated operations research or capacity planning experience 7+ years of large scale Product/Program/Project management experience in leading multi-organizational initiatives, and driving team accountability to achieve impactful goals Should have an understanding on Workforce/Workflow management or Capacity planning or Analytics Proven analytical aptitude, including the ability to mine and analyze large, complex data sets Understanding of statistical analysis such as regression, time series forecasting basics, Linear Programming etc. MBA or Masters degree in related field Certified Project Management Professional (PMP) Some programming experience is a plus to automate tools whenever appropriate, for example Python. Database Administration skillsAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.