Amazon

WFM Program Manager II, CASA

Posted On

April 21, 2025

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Project/Program/Product Management--Non-Tech

Apply By

June 24, 2025

Job Description

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 selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

We are looking for a Workforce Management (WFM) Program Manager to lead WFM related projects related to our back end/front end systems and tools. The WFM Program Manager will partner closely with matrix partners to deliver mission critical initiatives, and facilitate solutions and tools that will benefit SPS Operations. This role requires relationship building, stakeholder management, troubleshooting and problem-solving, attention to detail, and delivering high quality results on time.

Key job responsibilities
- Build knowledge and understanding of the WFM tools and solutions provided to stakeholders
- Lead engagements with matrix partners on initiatives and create detailed work plans using accurate and aligned requirements.
- Create project artifacts such as project scope, communication matrix, risk register, escalation matrix, charter document, and detailed project plan
- Ensure that new projects are incorporated into planning cycles (OP1, OP2, etc.) including business documents
- Collaborate with Business Intelligence and Data Engineering as needed to develop sustainable reporting mechanisms for project success measures
- Create a mechanism to gather feedback during the project lifecycle
- Regularly communicate project status, issues, and risks, and gather updates from cross-functional teams
- Assist customer teams in change management strategies to ensure successful change management process implementation
- Provide on-call support which will require some nights and weekends.
- Occasional business travel and travel to other company facilities will be required- 3+ years of program or project management experience
- 2+ years of working cross functionally with tech and non-tech teams 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.)
- 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

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