WFM Manager, LMAQ

Amazon · Retail & E-commerce

Hyderabad, Telangana, India
On-site
Posted today
Operations & Supply Chain
full-time

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About the job

Have you ever thought about what it takes to successfully deliver millions of packages to Amazon customers seamlessly every day like clock work? In order to make that happen, behind those millions of packages, billions of decisions get made by machines and humans. What is the accuracy of the customer provided address? Do we know exact location of the address on a Map? Is there a safe place to leave the package at? Can we make an unattended delivery? Would a signature be required? Is the address a commercial property? Do we know open business hours of the address? What if customer is not home? Is there an alternate delivery address? Does the customer have any special delivery preference? What are the other addresses that also have packages to be delivered on the same day? Are we optimizing the delivery associate’s route? Does the delivery associate know the locality well enough? Is there an access code to get inside the building? And the list simply goes on. At the core of it all is the underlying data that can help make those decisions in time. The Last Mile Analytics and Quality (LMAQ) team capitalizes on Amazon’s scale, speed, and ability to invent and simplify to accelerate the data flywheel and curate fresh and authoritative geospatial datasets to improve customer delivery experience. We work closely with tech and science teams on multiple initiatives to automate processes to operate at scale across all regions.

Key job responsibilities

Key Job Responsibilities

Drive end-to-end workforce management for the entire LMAQ space, designing and delivering short- and long-term labor planning strategies across all lines of business

Own forecasting, planning, and execution to ensure operational performance meets or exceeds targets

Build forecast models to drive headcount planning across spaces, programs, and sub-programs with high utilization, and cross-skilling optimization

Manage headcount planning across the space, ensuring key programs and business needs are driven without impacting SLA, sustaining operational performance with the least churn for managers

Ability to partner with multiple teams and build strong stakeholder relationships to drive HC planning for the LMAQ space

Manage the VCC vs. B&M mix across sites, ensuring compliance, driving seating planning across sites, and driving key operational metrics like cross-site reporting, etc.

Build a data-driven culture by championing automated solutions to drive LMAQ HC planning at a regular cadence with minimal effort

Own end-to-end delivery of multiple projects focused on performance optimization and cost efficiency

Guide the design, development, and maintenance of metrics, reports, analyses, and dashboards that inform key business decisions

Work through and influence WFM leads and analysts across each space without direct authority, aligning them to a common planning and execution standard

Demonstrate a strong eye for detail, uncovering trends, going beyond the obvious, and identifying root causes

Thrive in ambiguous environments and proactively take on new challenges

Influence hiring quality by raising the bar on interviewing standards across the organization

Basic qualifications

7+ years of program or project management experience

Experience using data and metrics to determine and drive improvements

7+ years of operational and/or retail management experience

Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership

Preferred qualifications

2+ years of driving process improvements experience

Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Advanced degree in a quantitative field or an MBA

Ability to think strategically and drive the detailed execution of specific initiatives

Experience with workforce management tools and platforms (e.g., NICE, Verint, or proprietary systems)

Familiarity with capacity planning, scheduling optimization, or labor modeling at scale

Track record of delivering measurable cost savings or efficiency improvements

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