Sr Manager, Capacity Planning and Workforce Management, Payment Risk, Operations

$141,400 - $233,800/Yr

Amazon - Seattle, WA

Full-time - Senior

Seattle, WA

10,001+ employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Sr Manager, Capacity Planning and Workforce Management for Payment Risk Operations at Amazon is responsible for leading the capacity planning, efficiency improvement, and workforce management for a large team of Fraud Investigators across multiple countries. This role involves developing innovative planning methods that integrate finance, operations, and technology to enhance operational excellence and ensure effective resource allocation. The position requires strong leadership skills, analytical abilities, and the capacity to influence cross-functional teams to drive strategic initiatives and improve customer experience.

Responsibilities

• Drive the strategic direction for long-term and short-term capacity planning and staff solutions strategy.
• Set staffing targets for Operations teams by managing trade-offs between Customer Experience, Employee Experience, Operational Flexibility, and Cost Effectiveness.
• Lead long-term automation of resource planning processes including capacity planning, forecasting, cost improvements, and reporting.
• Deliver planning and scheduling for large scale events such as Peak/Prime Day throughout the year.
• Drive telephony, capacity planning, and workforce management decision support systems capabilities.
• Lead local site management and workflow teams to optimize staffing requirements.
• Provide data and insights to senior leadership regarding future site strategy and operational needs.
• Manage the analysis of business performance via Key Performance Indicators and deliver reporting for business reviews.

Requirements

• Bachelor's degree in Finance, Accounting, Economics, Math, Business, or equivalent experience.
• 3+ years of experience in operational forecasting, staffing, and scheduling for multi-location operations.
• 3+ years of experience managing a team of 20 or more.
• Proven track record of hiring and developing talent that scales with the organization.
• Demonstrated proficiency with Excel and SQL.

Nice-to-haves

• Master's degree in Finance, Accounting, Economics, Math, Business, or equivalent experience.
• 5+ years of experience in operational forecasting, staffing, scheduling, and workforce management for complex organizations.
• 5+ years of experience managing a team of 50+ across multiple geographies.
• Experience in hiring and developing talent to senior leadership levels.
• Proficiency with MS Office and industry-standard staffing and capacity planning software.

Benefits

• Competitive salary based on market location and experience.
• Equity and sign-on payments as part of total compensation package.
• Full range of medical, financial, and other benefits.