Manager, Workforce Management, Account Health Support (AHS)

Manager, Workforce Management, Account Health Support (AHS)

Account Health Support (AHS) is seeking an experienced Sr. Program Manager of Workforce Management (WFM). This role will oversee all aspects of WFM globally, including forecasting, capacity planning, scheduling, and real-time management. The Sr. PM will support operations worldwide across multiple lines of business, establishing mechanisms and standards, and shaping the organizational structure of the growing WFM team. The role will lead a team of Program Managers, capacity planners, real-time analysts, and schedulers.

Key responsibilities

• Monitor, manage, and control the production environment for WW AHS.
• Balance global business requirements with regional and operational realities to maximize efficiency, customer experience, and employee experience.
• Collaborate with Operational Management to design and agree on service protection strategies, ensuring buy-in and commitment at all levels to support the seller experience.
• Review existing processes and research automation opportunities, designing and implementing improvements as needed.
• Develop and lead a team of managers overseeing diverse functions.
• Establish industry-leading standards to create best-in-class workforce expertise.
• Manage escalations at the business and executive levels, reporting to senior leadership.
• Define requirements for new metrics and tools.

Basic qualifications

• 5+ years of experience working cross-functionally with tech and non-tech teams.
• 5+ years of team management experience.
• 5+ years of cross-functional project delivery experience.
• 5+ years of program or project management experience.
• Experience defining program requirements and using data and metrics for improvements.
• At least 5 years of experience in Workforce Management.

Preferred qualifications

• Experience managing, analyzing, and communicating results to senior leadership.
• Advanced knowledge of Microsoft Excel (macros, pivots, lookups).
• Excellent written and verbal communication skills.
• Ability to build relationships with senior leadership to drive change in complex initiatives.
• Deep industry knowledge in contact centers, gained from roles within fast-paced, multi-skilled, multi-site environments.

We promote an inclusive culture that empowers Amazon employees to deliver the best results for our customers. If you require accommodations during the application or onboarding process, please visit this link . Amazon is an equal opportunity employer and does not discriminate based on protected veteran status, disability, or other legally protected statuses.