Amazon

Program Manager - Global Capacity Planning , R&C WFM team

Posted On

July 23, 2025

Location

Bengaluru, Karnataka

Experience Level

Freshers/Experienced

Job Type

Project/Program/Product Management--Non-Tech

Apply By

Aug. 12, 2025

Job Description

At Amazon, we're committed to being the most customer-centric company globally while ensuring the highest standards of trust and safety. Our Verification Risk Management Operations (VRMO) team plays a crucial role in safeguarding Amazon's ecosystem through robust verification processes and risk management strategies.
As a Program Manager II within the Global Planning and Site Strategy (GPSS) team supporting VRMO Workforce Management (WFM), you will be instrumental in driving strategic capacity planning, operational excellence, and innovation across our global verification networks. This role combines analytical rigor with strategic thinking to optimize our verification operations, including Seller Identity Verification (SIV), Know Your Customer (KYC), and Identity Prevention Verification (IPV) programs.

Key job responsibilities
Strategic Planning & Execution:
- Lead end-to-end capacity planning for global verification operations, ensuring optimal resource allocation across multiple programs and sites
- Drive strategic planning cycles (OP1, OP2, Q2G, Q3G, RNO, and 3YP) with focus on VRMO-specific requirements
- Develop and implement innovative solutions using data analytics and emerging technologies to improve operational efficiency
Workforce Management & Optimization:
- Calculate and plan headcount_requirements across global sites based on forecasted volumes and program-specific SLAs
- Monitor plan execution, analyzing performance metrics and capacity utilization
- Optimize cross-site resource allocation to maintain service levels during peak periods
- Partner with WFM teams to develop flexible staffing

Process Innovation & Technology Integration:
- Leverage SQL and basic programming knowledge to develop semi-automated solutions using current AI models
- Identify opportunities for process automation and efficiency improvements across verification workflows
- Collaborate with technical teams to prototype AI/ML solutions for verification processes
- Drive continuous improvement initiatives using data-driven insights

Stakeholder Management:
- Build strong partnerships with internal stakeholders including Operations, Finance, Tech teams, and Senior Leadership
- Coordinate with global verification sites to ensure consistent service delivery
- Lead governance meetings and provide regular updates on key metrics and initiatives
- Develop comprehensive business reviews and documentation for senior leadership- Bachelor's degree in relevant field
- 5+ years of program/project management experience
- Strong proficiency in data analysis using Excel (Advanced level) and SQL
- Experience in workforce planning and capacity management
- Knowledge of verification processes and risk management principles
- Understanding of AI/ML concepts and their operational applications
- Demonstrated ability to learn new technologies and drive automation initiatives

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