WFM Program Manager II, RPE

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 Basic qualifications: - Bachelor's degree - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams - Experience in Artificial Intelligence/Machine Learning (AI/ML) Standards Law - Workforce Management experience (Forecasting, Scheduling, Real Time Management) required - Ability to perform many concurrent assignments and determine the need for changing priorities - Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment - Experience defining program requirements and using data and metrics to determine improvements Preferred: - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules - Experience in requirement gathering and ability to write clear and detailed requirement document - 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 are required in order to provide appropriate customer support and interaction - Quantitative and analytical skills; experience with advanced use of Excel and using 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 any contact center case management tools. - Advance understanding of AI/ML concepts — NLP, computer vision, generative AI, LLMs, recommendation systems, etc Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.