Description

The Workforce Management Program Manager will lead and scale Amazon's Glocal Security Operations Center (GSOC) Workforce Management Program, overseeing program deliverables and implementing strategic WFM solutions. This role will work closely with cross-functional partners across capacity planning, scheduling, forecasting, and reporting functions to drive data-driven staffing strategies and operational excellence for emergency management operations.

This role combines strategic leadership, analytical expertise, and operational management, requiring extensive experience in workforce management and emergency operations environments.

This full-time, on-site role requires up to 25% travel.

Key job responsibilities

- Develop and implement strategic workforce management solutions across capacity planning, scheduling, forecasting, and reporting functions

- Work cross-functionally with analysts in maintaining daily operations, creating and optimizing staffing models

- Design innovative approaches to schedule management for hourly Escalations Specialists, balancing individual needs with operational requirements

- Establish and own workforce management metrics, analyzing trends to drive strategic planning decisions

- Collaborate with GSOC leadership to develop long-term staffing strategies

- Build and optimize enterprise-level WFM systems to support GSOC's growth and efficiency

- Manage complex programs maintaining forecasting, capacity planning, metric reporting, and real-time analysis of GSOC operations

A day in the life

As the Workforce Management Leader, you will:

- Work with a team of analysts optimizing staffing models and establishing performance metrics aligned with business goals

- Design innovative scheduling solutions for our Escalations Specialist team, including shift bid processes and change management protocols that balance operational needs with staff flexibility

- Own workforce management analytics and reporting, leveraging data trends to develop cost-effective staffing strategies in partnership with GSOC leadership

- Implement contingency planning to ensure business continuity across all operational scenarios

This role combines strategic planning with hands-on operational management to drive continuous improvement in our workforce management practices.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification listed describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team

The Global Security Operations Center (GSOC) provides critical support and notification to global partners regarding incidents that have, or have the potential to impact, Life Safety, Operations, and/or the Amazon Brand. We are the central location for critical incident management supporting World Wide Amazon Stores (WWAS), as well as affiliate and retail businesses. We are looking for an agile, adaptive and detail-oriented leader to triage, escalate and manage response to global critical events.

Basic Qualifications

- 5+ years of program or project management experience

- Experience using data and metrics to determine and drive improvements

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

- Bachelor's degree or equivalent experience

- Experience in workforce management

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

- Experience working in or supporting emergency management or operational management

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.