Program Manager II

Responsibilities

• Lead Workforce Management (WFM) projects related to back-end and front-end systems and tools.
• Partner with matrixed stakeholders to deliver mission-critical initiatives and facilitate solutions for SPS Operations.
• Create detailed project artifacts including project scope, communication matrices, risk registers, and detailed project plans.
• Collaborate with Business Intelligence and Data Engineering to develop sustainable reporting mechanisms for project success.
• Manage change management strategies to ensure successful implementation of new processes.
• Regularly communicate project status, issues, and risks to cross-functional teams.
• Provide on-call support, which may include nights and weekends.

Requirements

• Bachelor's degree.
• 3+ years of program or project management experience.
• 3+ years of experience defining and implementing process improvement initiatives using data and metrics.
• Workforce Management experience (Forecasting, Scheduling, Real Time Management).
• Intermediate Excel skills (e.g., pivot tables, charts, multiple criteria lookups, nested logical formulas).
• Experience working cross-functionally with both technical and non-technical teams.
• Ability to manage multiple concurrent assignments and shifting priorities.

Preferred Qualifications

• 3+ years of experience driving end-to-end delivery and communicating results to senior leadership.
• Experience in stakeholder management across multiple levels of an organization.
• Experience in requirement gathering and writing detailed requirement documents.
• Advanced understanding of AI/ML concepts such as NLP, generative AI, or LLMs.
• Experience with automatic contact routing, VoIP, or contact center case management tools.
• Quantitative and analytical skills with experience using statistical analysis applications.

About the Company

Amazon strives to be Earth's most customer-centric company. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners, obsessing over providing world-class support to Merchants selling on the Amazon platform.