Current Vacancies at Amazon

We are seeking a detail-oriented, enthusiastic, and analytical Workforce Management Manager to lead the workforce efforts for AWS Customer Service. The AWS Customer Service Team provides support to all AWS customers, specializing in solving complex problems for customers relating to their AWS Account and/or Billing. The team is available to all AWS Customers globally using a 24/7 follow the sun model.

Specifically, this role will be responsible for building relationships with a site’s leadership teams and executing the staffing plan for the highly complex teams that across 10 different locations and 4 languages. The role will is pivotal to ensuring that Customer Service can continue to scale to support the continued growth and success of AWS customers. The individual will focus on workforce planning and execution, using insights and feedback to forecasting and capacity planning senior leadership as we continue to improve the customer experience.

The ideal candidate is analytical and is passionate about diving deep into data to understand the needs of the business. The leader will be responsible for building staffing models while meeting service level and cost goals. This role will work closely with Recruiting, Finance and Capacity Planning teams to provide insights based on trends. Additionally, the individual will be responsible for building and implementing mechanisms to monitor operational metrics and performance to provide guidance to operational leadership on actions to improve the quality of service being provided. This role will manage a team of global workforce analysts who are responsible for analyzing deviations from plan and providing actionable insights to improve service levels at an optimum cost.

Key job responsibilities

•  Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
•  Manage a team of WF Analysts (across multiple locations) and support worldwide network of business units, and operational centers.
•  Define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options;
•  Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.
•  Lead projects/initiatives and champions projects within and outside of organization or region;
•  Collaborate with Capacity Planning and Forecasting to determines location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc.
•  Identify opportunities and risks, dives deep, and works with internal and external teams to implement solutions.
•  Innovate by driving continuous enhancements and operational efficiencies across all process areas.
•  Influence key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery.
•  Organize team structure for multiple functional areas to ensure scalability for present and future volume needs
•  Escalate all major issues and site leaders and senior leadership— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
•  Communicate effectively with senior management and leaders across the organization to determine priorities and direction.
•  Create the development of internal and external communication across organization locally and globally.
•  Influence peers, senior management, and external stakeholders on the organizational vision for their functional area(s)
•  Set and balance goals across team, optimizing performance against department goals and employee development
•  Assess and differentiate performance of team members across levels; articulates requirements for promotion ability to team members
•  Identifies resource needs for team
•  Describes the strategic importance of the department’s vision inside and outside of team
•  Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies Amazon Leadership Principles

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

• Cape Town, ZAF

BASIC QUALIFICATIONS

•  5+ years of working cross functionally with tech and non-tech teams experience
•  5+ years of team management experience
•  5+ years of cross functional project delivery experience
•  5+ years of program or project management experience
•  Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

•  Experience managing, analyzing and communicating results to senior leadership

go to method of application »

We are looking for an experienced Sr. Product Manager to lead product development of key features in our product roadmap, drive key business metrics, and develop requirements for innovative technologies for our customers. As a successful candidate, you will have experience managing complex businesses, solving technical challenges, and influencing key partner teams to drive initiatives to completion. You have a strong bias toward data driven decision making and an innate ability to understand how metrics relate to business problems and to each other. You are a product leader who has the ability to communicate priorities and work effectively with stakeholders, including teams across software engineering, logistics, product management, legal, finance, and core retail businesses. You should be comfortable with an extremely high degree of ambiguity, can work across a wide cross section of stakeholders, and relish the idea of solving challenging problems. You will tackle novel, situations every day and given the size of this initiative, you’ll have the opportunity to work with Amazon teams around the globe.

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

• Cape Town, ZAF

BASIC QUALIFICATIONS

•  Product or program management, product marketing, business development or technology experience
•  Bachelor's degree or equivalent
•  Experience owning/driving roadmap strategy and definition
•  Experience with end to end product delivery
•  Experience as a product manager or owner

PREFERRED QUALIFICATIONS

•  Experience in influencing senior leadership through data driven insights
•  Experience working across functional teams and senior stakeholders

go to method of application »

The Sr. Analyst, WFM will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. Workflow Analyst should also react to changes in daily/weekly/Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity planning teams, Facilities team like IT, Transportation, HR team, Training team and workflow teams from other Internal sites.

Responsibilities

•  Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting
•  Responsible for the assignment of tasks to the operation by optimizing the usage of workforce.
•  Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition).
•  Work with operational and support teams to effectively plan short term non-productive time
•  Work closely with data, associates and team managers to pro-actively identify issues and take appropriate actions to minimize impact.
•  Assist the development of Workforce Management and Scheduling systems by partnering with in-house technology teams.
•  Running “what if” scenarios for associate staffing and make proper use of statistical tools.
•  Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
•  Lead and participate in global projects and initiatives. He / She will own providing optimal solutions for upcoming initiatives.
•  Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.

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

• Cape Town, ZAF

BASIC QUALIFICATIONS

•  Min NQF4 qualification
•  Min 2 Years’ experience in scheduling, planning or other components of managing and planning workflow capacity
•  Expertise in Microsoft Excel (Formula, Pivot Tables, Macros, etc.)
•  Expertise in SQL, Power BI, Quicksight, R or Python, VBA, Robotic Process Automation, Machine Learning Models
•  Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity
•  Advanced analytical skills and should provide analysis support on project Innovative and creative in finding solutions/ designing improved methods, systems and processes
•  High attention to detail and ability to deep dive Identify root causes of variance and to execute solutions
•  Ability to provide sound advice and effective communication with stakeholders, Should have interest & Ability to work on process-improvements initiatives and projects
•  Understanding of workforce management programs

PREFERRED QUALIFICATIONS

•  BA or BS degree in business or a related field is preferred
•  Min 4 Years’ experience in scheduling, planning or other components of managing and planning workflow capacity