Program Manager - ACCS GCC

Program Manager - ACCS GCC

Amazon Web Services (AWS)
5-8 years
Not Specified

Job Description


DESCRIPTION
DESCRIPTION
Love data as much as we do Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions Do you like to innovate and simplify Want to influence at Amazon We have the career for you.
The ACCS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon.
We are looking for an experienced professional with developing complex automation solutions using a variety of methods in support of automation initiatives. The successful candidate will work directly with business and technology stakeholders to understand as-is, research related systems and sources of truth, make recommendations for to-be design and then prepare processes, recommendations on tech enhancements and business backups accordingly.
Business/Team Introduction
The Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe. Our team hires over 700k hourly associates annually and is growing to more than 1M in the next 24 months WFS is performing an historic and unprecedented task to bring new people to work for Amazon Operations.
The Amazon's Candidate Connection Services (ACCS) team is one branch of WFS which provides email, chat and phone support to candidates applying for jobs with Amazon. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support. Candidate Services standardizes candidate messaging and collects actionable data on candidate issues.
JOB RESPONSIBILITIES
An ideal candidate has a background in customer service, Workflow Management and excellent program management skills. He/she has the ability to drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a high pressure environment.
. Working on the different functional areas within Global Command Center. Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of candidate experience across different business lines. This would involve working with learn various tools which are used to obtain information required by the parties in question.
. Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes.
. Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, candidate experience and associate experience.
. Suggesting changes for improvement of processes and amending SOPs.
. Project Management - Identifying requirements and working with Software teams to improve tools and suggest automation possibilities. Plan and execute the identified projects by working with various teams across geography.
. Identifying recurring instances of exceptions and taking actions to eliminate the root causes.
. Generating metrics and analyzing these to identify problem areas and suggest improvements
. Prepare audit mechanism to ensure access to various tools are provided to active agents only with revoking access for inactive agents in 48 hours of receipt of notification. Report to be published every week on reconciliation results.
. Work with a wide range of cross-functional teams to conduct business impact assessments, identify critical services, define recovery objectives, and map critical dependencies.
. Work with cross-functional teams to develop strategies and proposals for mitigating business continuity risks.
. Facilitate business continuity exercises and tests, to identify potential gaps in plans, as well as functionality of work transference processes supporting recovery.
. Communicate regularly with leadership and ensuring consistent reporting of business continuity risks and compliance against identified controls.
. Assist in the response to significant disruptive events.
. Should be able to work with stakeholders from different time zones across multiple geographies.
. Prepare/present business review documents to leadership through effective communication both verbally and in writing.
. Drive new initiatives and metrics within GCC. Make data driven contributions to drive business strategies and deliver goals with measurable impact on candidate / vendors / cost.
. Identify and evaluate potential risk in processes and determine appropriate corrective action with minimal direction from leadership.
BASIC QUALIFICATIONS
. Bachelor's degree with good academic record
. Excellent communication skills (verbal and written).
. Excellent problem-solving, mathematical and analytical skills.
. Good project management skills.
. Demonstrated ability to work in a team and assist team members on complex issues.
. Proficient in MS Office, SQL and working on databases.
. Flexible to manage priorities and work as per business requirements
. Standardize and automate operations to bring in the efficiency.
. Stakeholder management partnering with stakeholders from different other sites.
. Identify and deliver efficiency projects.
. 5+ Years of Manager Experience in WFM and Command Center field will be added advantage.
. Ability to collaborate with a diverse set of business customers and drive consensus when conflicting requirements are identified.
. Strong interpersonal skills and the ability to effectively organize and communicate across functional and technical lines are critical.
. Ability to meet deadlines, prioritize workloads, develop new ideas and creative solutions to very ambiguous problems.
. Ability to work successfully in a dynamic, fast-paced environment.
PREFERRED QUALIFICATIONS
. MBA from premium institutes.
. Driving Standard work, strong program management skills and lean experience strongly preferred.
. Proficient in MS Office and working on databases.
. SQL or AWS proficiency is a plus.
. Act as an advocate of Intelligent Automation and Business Resilience.
. Natural curiosity and desire to learn
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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