SPS WFM Manager, Selling Partner Support
US, Virtual
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience.
Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
Amazon is seeking an exceptional Workforce Manager to join our team, reporting to the Regional Workforce Leader. In this high-impact role, you will be responsible for delivering service levels and staffing across global marketplaces. The ideal candidate is passionate about their work, understands how to manage calls across a network of contact centers, excited by the prospect of driving continuous improvement, and has the ability to contribute new innovations to the Amazon Seller Support Workforce Management team. This involves overseeing a team of Real-Time Analysts and Workforce Specialists, working in a fast-paced environment to tackle new challenges and opportunities daily. 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. The successful candidate will collaborate closely with stakeholders across Business Teams, Capacity, Scheduling, Site Operations, Training, Analytics and leadership.
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.
• Partners with Operations Managers to design and agree upon service protection and staffing coverage strategies, ensures buy in and commitment at all levels allowing Workforce Management to positively support the customer experience at all times.
• Manages business and executive-level escalations, including reporting to senior- leadership; accountable for SLA, coverage and capacity delivery.
• Reviews existing processes and researches new ones for possible improvements or enhancements, designs and implements special project improvements or enhancements whenever necessary.
• Influences peer managers and internal stakeholders in functional area on their organization’s vision
• Sets objectives with team members that enable achievement of department and functional goals.
• Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability, with support from senior managers.
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- 5+ years of team management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience using data and metrics to drive improvements
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- 5+ years’ experience managing a team of 5-10 RTAs/Schedulers and proven success in WFM or Operations Contact Centers
- Experience delivering cross functional projects
Amazon 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $74,800/year in our lowest geographic market up to $163,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. Apply
Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
Amazon is seeking an exceptional Workforce Manager to join our team, reporting to the Regional Workforce Leader. In this high-impact role, you will be responsible for delivering service levels and staffing across global marketplaces. The ideal candidate is passionate about their work, understands how to manage calls across a network of contact centers, excited by the prospect of driving continuous improvement, and has the ability to contribute new innovations to the Amazon Seller Support Workforce Management team. This involves overseeing a team of Real-Time Analysts and Workforce Specialists, working in a fast-paced environment to tackle new challenges and opportunities daily. 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. The successful candidate will collaborate closely with stakeholders across Business Teams, Capacity, Scheduling, Site Operations, Training, Analytics and leadership.
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.
• Partners with Operations Managers to design and agree upon service protection and staffing coverage strategies, ensures buy in and commitment at all levels allowing Workforce Management to positively support the customer experience at all times.
• Manages business and executive-level escalations, including reporting to senior- leadership; accountable for SLA, coverage and capacity delivery.
• Reviews existing processes and researches new ones for possible improvements or enhancements, designs and implements special project improvements or enhancements whenever necessary.
• Influences peer managers and internal stakeholders in functional area on their organization’s vision
• Sets objectives with team members that enable achievement of department and functional goals.
• Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability, with support from senior managers.
Basic Qualifications
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- 5+ years of team management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience using data and metrics to drive improvements
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- 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. 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $74,800/year in our lowest geographic market up to $163,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. Apply
Job Profile
Benefits/PerksDiverse and inclusive workplace Equal opportunity employer Equity Medical Other benefits Sign-on payments Total compensation package
Tasks- Collaborate
- Collaborate with stakeholders
- Communicate effectively
- Design staffing strategies
- Implement process improvements
- Leadership
- Manage team of analysts
- Monitor service levels
- Perform root cause analysis
- Root cause analysis
- Training
Analysis Analytics Automation Coaching Computer Contact Center Operations Continuous Improvement Customer Experience Customer service Data analysis Design E-commerce Engineering Excel Leadership Metrics Microsoft Excel Operations Project Management Reporting Reports Root Cause Analysis Scheduling Team Management Training Workforce management
Experience5 years
EducationBachelor's Bachelor's degree Business Computer Science Engineering Equivalent Operations
Remote Jobs in North America
Remote Jobs in Europe
Remote Jobs in Asia/Pacific
Remote Jobs in South America
Remote Jobs in Africa
Remote Jobs in Middle East
Full Time Remote Jobs
Part Time Remote Jobs
Internship Remote Jobs
Contract Remote Jobs
Temporary Remote Jobs
Freelance Remote Jobs
Mid-Level Remote Jobs
Senior-Level Remote Jobs
Entry-Level Remote Jobs
Exec-Level Remote Jobs
Lead-Level Remote Jobs
Remote Assistant Jobs
Remote Marketing Manager Jobs
Remote Engineer I Jobs
Remote Contract Jobs
Remote Designer Jobs
Remote Technician Jobs
Remote Data Scientist Jobs
Remote Program Manager Jobs
Remote Machine Learning Jobs
Remote Spanish Jobs
Remote Therapist Jobs
Remote Advisor Jobs
Remote Associate Dir Jobs
Remote Associate Director Jobs
Remote Customer Service Jobs
Remote Customer Success Jobs
Remote Writer Jobs
Remote Inside Sales Jobs
Remote Counsel Jobs
Remote Sales Specialist Jobs
Remote Jobs with PHP > 80K in Salary
Remote Jobs with PHP > 40K in Salary
Remote Jobs with PHP > 200K in Salary
Remote Jobs with PHP > 300K in Salary
Remote Jobs with GBP > 140K in Salary
Remote Jobs with CAD > 160K in Salary
Remote Jobs with GBP > 160K in Salary
Remote Jobs with EUR > 140K in Salary
Remote Jobs with GBP > 180K in Salary
Remote Jobs with CAD > 180K in Salary
Remote Jobs with GBP > 200K in Salary
Remote Jobs with GBP > 220K in Salary
Remote Jobs with CAD > 200K in Salary
Remote Jobs with GBP > 240K in Salary
Remote Jobs with ₱ > 40K in Salary
Remote Jobs with EUR > 160K in Salary
Remote Jobs with ₱ > 60K in Salary
Remote Jobs with PLN > 80K in Salary
Remote Jobs with PLN > 40K in Salary
Remote Jobs with PLN > 60K in Salary