Description

The Registration & Compliance Operations (RCO) 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

Amazon is seeking a Workforce Manager to join our team reporting to the Workforce Manager where you will be responsible for delivery of Service level and staffing across global marketplaces overseeing a team of Real-Time Analysts and Workforce Specialists. You will be working in a fast paced environment where each day will bring new challenges and opportunities. This is a high impact role where you will implement workforce methodologies, process mapping making data driven decisions to meet the business goal’s / KPI’s. The successful candidate will work closely with multiple stakeholders with Business Team’s, Site Operations, Training, Analytics and leadership.

Key Responsibilities Areas:

· Lead and manage a team of Real Time Analysts & Workforce specialists across sites and regions, providing ongoing development and management of your team

· Monitor and react to Service level alerts by managing expectations ensuring all service level agreements are consistent for Sellers.

· Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.

· Manage and execute Resource staffing plan’s against required headcount, creating best fit shift pattern’s in line with country legal & business requirements

· Consistently review workforce management practices for automation improvements and enhancements that support the growth and evolution of business

· Participate and own daily, weekly and monthly business review meetings with key Operational stakeholders

· Clearly communicate dependencies and partner with team’s on changes or deviations to plan for any tools and technology projects that impact production

· Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

Key job responsibilities

• Lead and manage a team of Real Time Analysts & Workforce specialists across sites and regions, providing ongoing development and management of your team

• Monitor and react to Service level alerts by managing expectations ensuring all service level agreements are consistent for Sellers.

• Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.

• Manage and execute Resource staffing plan’s against required headcount, creating best fit shift pattern’s in line with country legal & business requirements

• Consistently review workforce management practices for automation improvements and enhancements that support the growth and evolution of business

• Participate and own daily, weekly and monthly business review meetings with key Operational stakeholders

• Clearly communicate dependencies and partner with team’s on changes or deviations to plan for any tools and technology projects that impact production

• 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

• Design/develop/deploy (process) scalable mechanisms of global R&C functions through industry standard practices

• Work with leadership team to drive critical business initiatives.

• Develop, implement and govern KPIs reporting for the portfolio providing visibility to the milestones and performance across all projects.

• Drive and influence multiple stakeholders on project improvement opportunities

• Establish and continually improve the consistency, predictability and efficiency of the project delivery by providing leadership guidance and sharing best practices.

• Manage multiple projects requiring frequent communication, organization/time management and problem solving skills.

• Demonstrate discretion and independence in coordination of project scoping and selection to align with business objectives.

• Communicate across all levels on project and program progress.

We are open to hiring candidates to work out of one of the following locations:

Cork, IRL

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of working cross functionally with tech and non-tech teams experience

• Experience defining program requirements and using data and metrics to determine improvements

• Experience managing teams

Preferred Qualifications

• 3+ years of program or project management experience

• 3+ years of working cross functionally with tech and non-tech teams experience

• Experience defining program requirements and using data and metrics to determine improvements

• Experience managing 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).