Sr. Workforce Manager, CXQO, Just Walk Out Technology

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

 Just Walk Out (JWO) Technology is a team of entrepreneurial, analytical, and creative builders with innovation at our core. Designed and custom-built by Amazonians, JWO operates with the speed and agility of a start-up while leveraging the scale of Amazon. We use computer vision, sensor fusion, and advanced machine learning to push the boundaries of what is possible in retail technology — enabling customers to shop in engaging, fast, and safe ways.

 Our checkout-free shopping experience automatically detects when products are taken from or returned to shelves, maintaining a real-time virtual cart for each shopper. When a customer finishes shopping, they simply walk out. Shortly after, we charge their account and send a receipt — no lines, no checkout, no friction.

We are looking for a Sr. Workforce Manager- who is passionate about customer experience, thinks and acts globally, a strong communicator and networker to build successful working relationships across worldwide JWO network and has the edge to drive industry standard innovations.

The successful candidate will:
 · Lead the Workforce planning team for multiple regions.
 · Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels and Cost Effectiveness.
 · Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.
 · Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
 · Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workforce inputs. Manage the analyses of daily, weekly, and monthly reporting of regional performance via Key Performance Indicators.
 · Support management to optimize staffing requirements. Manage Service Levels (SL) and provide recommended workflow options and directives to maintain acceptable SL.
 · Fully leverage existing technology, including global standardization of reporting.



You lead by example and are a role model when it comes to insisting on the highest standards and maintaining an atmosphere of respect for customers. No task is beneath you. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same. You have a high bar for quality and hold your team to the same standards. This role requires candidates to be flexible to working in Night shifts and Rotational Week offs Please note: this team is not customer-facing.

Key job responsibilities
Job Responsibilities:
• Understand and communicates the department vision to team members, at the same time assess behaviors and coach direct reports in their role.
• Lead Projects to improve planning and execution efficiency and support worldwide network of business units, and operational centers.
• Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency
• Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) working with Capacity planning ensuring that all changes successfully inter-operate with existing operational processes.
• Coordinate with Operations, Capacity Planning, Technology and internal workflow teams to maintain and update plans.
• Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
• Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity & quality standards; identifying and resolving problems; determining system and process improvements.
• Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations.
• Improve quality of reporting and work to streamline various data sources to drive consistent reporting.
• Promote process improvement and standardization of processes across all sites.
• Lead and participate in global projects and initiatives & own providing optimal solutions for upcoming initiatives.
• Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across advisor scheduling, metric reporting and real-time delivery.
• Participate in global initiatives to cater to growing business needs
• Communicate and maintain vision, Leadership Principles and culture with the team
• Written and verbal communication up to senior leadership.

Basic Qualifications

- Bachelor's degree in Finance, Accounting, Business, Engineering, or a related field
- Experience in management directly
- 5+ years of data interpretation and analysis to influence stakeholders experience
- 7+ years of with Excel experience

Preferred Qualifications

- Experience working with large-scale data mining and reporting tools (i.e. SQL, MS Power Query, Python)
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience managing teams who deliver on defined goals and timelines
- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience in a relevant industry working within technology teams
- Experience in managing and troublshooting network, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience being responsible/leading large and complex negotiations
- Experience managing, analyzing and communicating results to senior leadership

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