Program Manager

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
AWS Trust Safety (TS) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWS s customers, partners, and other stakeholders. TS engages with a variety of stakeholders to understand cloud infrastructure-related trust and safety issues, develop fit-for-purpose frameworks to assess and minimize risks for AWS s customers, and develop guidelines and processes for responding to trust and safety issues. Our team members display a solid understanding of AWS s cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.

Key job responsibilities
As Workforce Management Program Manager in this role, you are expected to set business objectives to deliver best system/process, product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation. Have end to end responsibility of Workforce Management for all regions. Ensure WFM KPIs, first response service level, case backlog, volume forecast , Staffing coverage, on time delivery, manage incidents impacting AWS TS, work with Internal team for successful planning and skill management. Development of the overall Trust Safety workforce management structure, tactically driving teams in and outside of the organization to collaborate and deliver. Work with WFM leader in devising and executing WFM strategy in terms of vision, people, process and technology.

Manage full life-cycle of complex cross-functional projects/programs/initiatives with considerable impact across multiple organizations. Partner with internal/external teams, and engineering teams to determine what initiatives move forward and in what priority order. Create, communicate, and drive efforts that leads to successful results.
Own business strategic Kingpin goals
Development and management of KPI s, targeting continuous improvement and operational efficiency.
Device workforce management strategies for improving support to business leaders.
Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e. g. , requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from security not considered, insufficient stakeholder review, etc. ). Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
Develop, implement and maintain unified platform tools, information systems and leverage analytics and data visualization to support reporting and decision-making process.
Develop, implement, document and communicate new processes and procedures. Effectively communicate and train stakeholders on the processes and procedures to ensure successful implementation.
Engage other Amazon business units globally (e. g. SE or CS) to share best practices or find trainings/certifications; Be an ongoing advocate for evolution to our Trust Safety team mission.
Roll up your sleeves and do whatever is necessary; general manager / owner mentality.
Your excellent writing skills enable reporting and white papers for senior leadership and also provide our team direction on change management or small to large size process improvement initiatives.

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn t followed a traditional path, or includes alternative experiences, don t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating that s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship Career Growth
We re continuously raising our performance bar as we strive to become Earth s Best Employer. That s why you ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there s nothing we can t achieve in the cloud - A bachelors degree in an analytical or business field, or comparable business experience with some technical background. 5+ years of overall experience in a consumer-facing or service organization 3+ years of experience in a large scale operations planning or supply chain teams Experience in building and managing capacity/workforce management plans for large scale global operations Experience using SQL for data analysis and reporting.
- 5+ years of workforce management program experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership