Description Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation of trust, the Discovery Abuse team is tasked with identifying and preventing abuse for our customers and brand owners worldwide. Our growth requires leaders who move fast, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems. The selected candidate for this Workforce PM role will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to manage project and workforce capacity, also with the ability to learn new workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. Responsibilities: Workforce Management · Be actively engaged with queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur. · Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency. · Manage the development of global standards (NPT, Shrinkage, Attrition etc.) working with leadership ensuring that all changes successfully inter-operate with existing operational processes. Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle. · Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practice. · Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements. · Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across scheduling, metric reporting and real-time delivery. · Makes recommendations to managers and peers on opportunities for risk mitigation. · Owns the organizations forecast and headcount allocation due to adhoc request, holidays and changes that come our way. Capacity & Planning · Lead Projects to improve planning and execution efficiency and support worldwide network of business units, and operational centers. · Work with stakeholders to establish a solid forecast structure for all work types. · Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan. · Mitigates capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions. · Negotiate when needed HC allocation with our business team based on bandwidth and capacity. Program Management · Prepare high-quality reporting by collecting, analyzing, and summarizing data and trends and developing recommendations. · Establish SOPs, process controls, recommend revisions and ensure alignment with risk and regulatory requirements. · Participate in product and technology roadmap discussions, Identifies, prioritizes and coordinates work streams necessary. · Promote process improvement and standardization of processes across all sites in the network. · Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across scheduling, metric reporting and real-time delivery. · Build workforce management (staffing, scheduling and business continuity) processes for different Risk Manager sites that allows an employee friendly and a cost-effective interaction. · Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site. · Manages projects from start to finish, with experience on project documentation and tracking. About the team Team Wiki: https://tiny.amazon.com/k1nbpzfn/wamazbinviewCTDEDiscWorkDEQu Basic Qualifications - 3+ years of program or project management experience - 3+ years of working cross functionally with tech and non-tech teams experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - 3+ years of managing stakeholders in cross-functional project experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements - Required 3+ years of workforce management knowledge Preferred Qualifications - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules - Previous experience owning the scheduling on support environments.