Program Manager I, WFM, FRM

Job description

At Amazon, we're working to be the most customer centric company on earth. We are looking for a motivated and detail oriented Program Manager I to join our FRM WFM team. This role will be instrumental in driving short term planning, service level management, and process improvement across the function. If you are passionate about delivering a best-in-class customer experience and thrive in a fast paced, data driven environment, this is your opportunity to make an impact.

The ideal candidate is a self-motivated, result-oriented individual who takes ownership of projects from end to end. They bring strong communication skills, producing clear documentation such as project charters, status reports, and metrics narratives, and presenting updates and decisions to leadership. They are skilled at managing stakeholders, building consensus across teams, and bringing challenges and roadblocks to the right owners in a timely manner for prompt resolution.

The candidate has a genuine passion for process improvement, standardization, and customer obsession, with the willingness to learn business workflows, data sources, and tools to continuously add value.

If successful, the candidate will work toward reducing staffing gaps using analytical and operational abilities to ensure we always have the right number of employees staffed at the right times. They will drive maximum productive utilization of available resources, monitor and report on key performance indicators, and identify opportunities to optimize scheduling, SLA delivery, and operational processes across the function.

Key job responsibilities

-Coordinate with Operations, Capacity Planning, and internal WFM members to analyze historical data and forecast demand. Own daily, weekly, and monthly KPI reporting, advocating for function wellness and delivery.

-Support site management to optimize staffing and HC efficiencies.

-Monitor SLA through existing systems and recommend workflow directives to maintain service levels, distinguishing between urgent and important priorities.

-Own gap identification across staffing, capacity, and scheduling by analyzing variance between planned and actual performance. Collaborate with Operations teams to drive mitigation actions that close gaps and protect SLA delivery.

-Learn business needs, workflows, data sources, metrics, dependencies, and tools. Leverage existing technology and contribute to platforms and models that improve operational outcomes.

-Drive end to end projects improving SLA results, headcount utilization, and process optimization. Establish milestones, manage scope, and drive sensible deadlines.

-Optimize previously defined processes using program management best practices. Identify roadblocks, drive resolution, and implement improvements that increase team efficiency.

-Identify and escalate capacity risks with respective teams by tracking dependencies within the team and adjacent units.

-Document exceptions, blockers, and trade-offs to ensure right traction.

-Produce structured documentation including project charters, status reports, metrics narratives, and responsibility matrices.

A day in the life