Program Manager - Capacity Planning & WFM , Amazon Pay
The role is critical and requires strict adherence to RBI guidelines. The ideal candidate will possess both an analytical background, and a demonstrated ability to think broadly and strategically. The successful candidate will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders within Amazon Pay to operationalize headcount planning and hiring decisions.
The Capacity Planning Program Manager at APIPL is responsible for developing and implementing strategies to ensure the unit has sufficient resources to meet both current and future demands. This involves forecasting resource requirements by analyzing historical data, prevailing volume trends, and growth projections, while collaborating with multiple and key stakeholders to understand workload and capacity needs.
The CP & WFM Program Manager monitors performance metrics and key performance indicators (KPIs) to assess the effectiveness of capacity planning efforts, identifying trends, bottlenecks, and areas for improvement. The role demands optimizing resource allocation in multiple units to maximize productivity and minimize costs, ensuring the efficient use of employee resources and infrastructure.
The ideal candidate will possess both an analytical background that enables them to manage capacity planning along with workforce management and a demonstrated ability to think broadly and strategically across various initiatives. They will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The role also includes collaborating closely with cross-functional teams such as operations, product, APIPL product, finance, recruitment, training and HR to align capacity needs with overall business objectives. Additionally, the PM needs to develops strategies to mitigate potential capacity constraints or surpluses, and provides clear communication channels to support coordination across departments.
Overall, the Capacity Planning & WFM Program Manager plays a critical role in maintaining a balance between demand and resources, driving efficiency, and supporting the organization’s long-term growth and operational goals.
Key job responsibilities- Build capacity planning solutions that help optimize service levels and lower variable costs. Manage staffing through long term/short term forecast for headcount that supports operations.
- Improve performance to plan by identifying, measuring and managing key metrics related to business within the Apay team
- Manage the analyses of daily, weekly, and monthly reporting of operations performance via Key Performance Indicators.
- Understands end to end business with a wide array of knowledge and acts as a functional partner to drive right actions for the customers, business and cost
- Mitigate capacity risks by managing dependencies across operations. Clearly communicate dependencies and manage/track exceptions
- Identifies constraints and challenges across demand/ supply and works with appropriate partner teams at a senior level to remove these constraints
- Develop and execute short-term and long-term operational plans to manage peak service levels and occupancy
- Drive cost and service optimization initiatives for KYC and other units.
- Leverages analytics for business insights through reports and automation. Ensures data integrity, oversee the development and maintenance of MIS, analyze data trends, and support strategic decision-making.
- Design, develop, and maintain scalable, automated, and user-friendly systems, reports, dashboards.
- Manage the strategic planning lifecycle for business vertical, including OP1/OP2 intake, project prioritization, and value creation
- Manage fluctuations in business headcount demand, building a resourcing and capacity strategy that can flex and scale when needed – incorporating a blend of FTE, FTC, temporary or outsourced HC.
- Building and implementing a structured cadence and format for resourcing, capacity reporting and insight that importantly drives discussion and action- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in analyzing data to drive decisions
- Experience in complex problem solving, and working in a tight schedule environment- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- 3+ years of data analysis experience
- Experience in driving end to end delivery, and communicating results to senior leadership
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