The Job

RPE Program Manager II, DPWI

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Project Management

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In short

As a Workforce Management (WFM) Program Manager at Amazon, you will lead WFM-related projects for backend/frontend systems and tools. You will partner with matrix teams to deliver critical initiatives, facilitate solutions for SPS Operations, and manage projects from initiation to completion, ensuring high-quality results and timely delivery.

Responsibilities

  • Build knowledge and understanding of WFM tools and solutions.
  • Lead engagements with matrix partners on initiatives and create detailed work plans.
  • Create project artifacts such as project scope, communication matrix, risk register, and detailed project plan.
  • Ensure new projects are incorporated into planning cycles.
  • Collaborate with Business Intelligence and Data Engineering for sustainable reporting.
  • Create a mechanism to gather feedback during the project lifecycle.
  • Communicate project status, issues, and risks to cross-functional teams.
  • Assist customer teams in change management strategies.
  • Provide on-call support, including some nights and weekends.
  • Occasional business travel may be required.

Requirements

  • Bachelor's degree.
  • 3+ years of program or project management experience.
  • 3+ years of defining and implementing process improvement initiatives using data and metrics.
  • Knowledge of Excel at an intermediate level (pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.).
  • Experience using data and metrics to drive improvements.
  • Experience working cross functionally with tech and non-tech teams.
  • Workforce Management experience (Forecasting, Scheduling, Real Time Management) required.
  • Ability to perform many concurrent assignments and determine changing priorities.
  • Commitment to customer experience, and a high level of dedication, enthusiasm, and motivation.
  • Experience defining program requirements and using data and metrics to determine improvements.

Desired Qualifications

  • 3+ years of driving end-to-end delivery and communicating results to senior leadership.
  • 3+ years of driving process improvements.
  • Experience in stakeholder management with multiple stakeholders at varied levels.
  • Experience building processes, project management, and schedules.
  • Experience in requirement gathering and ability to write clear and detailed requirement documents.
  • Exceptional organizational skills and influencing and leadership skills.
  • 3+ years experience in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management).
  • Oral and written communication skills.
  • Quantitative and analytical skills; experience with advanced use of Excel and statistical analysis applications.
  • Speaking-listening-writing skills, attention to details, proactive self-starter.
  • Proven ability to work in a dynamic, ambiguous environment.
  • Experience with automatic contact routing, VoIP and contact center case management tools.
  • Advanced understanding of AI/ML concepts — NLP, computer vision, generative AI, LLMs, recommendation systems, etc.

Benefits

  • Inclusive culture that empowers Amazonians.
  • Workplace accommodation and adjustment support for individuals with disabilities during the application, hiring, and onboarding process.
#Workforce Management#Program Manager#Process Improvement#Data Analysis#Stakeholder Management
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Company

Amazon

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Bengaluru, India

Hyderabad, India

Qualification

Bachelor

Applicants

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