Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.
The Account Health Support (AHS) Specialist within the AHS team acts as the primary interface between Amazon and our Selling partners. We focus on providing world-class support to Sellers on the Amazon platform. Our goal is to predict Sellers' needs before they recognize potential issues, develop innovative self-help tools, and offer solutions to help our partners better serve their customers.
Key job responsibilities
1. Calculate demand volume forecast at interval, day, week, and month levels, with knowledge of statistical indicators to check their accuracy.
2. Perform capacity planning weekly/monthly to determine required hiring levels for senior leadership.
3. Create schedules using Excel and scheduling tools (preferably Aspect) based on volume patterns.
4. Analyze data and processes to identify problems and solutions, presenting findings to leadership.
5. Maintain regular communication with site operations, senior leadership, technology teams, and other stakeholders to manage parameters, employee experience, and contingencies.
6. Publish reports on critical Workforce Management (WFM) parameters to drive efficiency and inform stakeholders.
7. Develop employee rotational plans and conduct shift bidding processes to facilitate shift rollover for frontline staff.
8. Optimize breaks, meetings, and non-productive activities, managing interval-level service levels.
A day in the life
The ideal candidate is passionate about leveraging data and tools to deliver actionable insights that improve planning accuracy. They have a strong delivery record, experience in cross-functional execution backed by analysis, and thrive in fast-paced, data-driven environments. They enjoy working with large transactional volumes and complex, ambiguous business contexts, ensuring decisions are made and actions are taken to maximize operational efficiency.
About the team
The Account Health Support Workforce Management Team aims to fulfill Service Level Agreements (SLAs) in partnership with Operations across all verticals/markets. We focus on optimal resource utilization and meeting capacity thresholds (e.g., Shrinkage, TPH). Our team sets appropriate goals, manages queue and capacity effectively, schedules to match incoming volume patterns, and manages non-production time to reduce idle hours. We also generate performance reports to drive results.
BASIC QUALIFICATIONS
* 3+ years of program or project management experience
* 3+ years of cross-functional experience with tech and non-tech teams
* Bachelor's degree
* Experience defining program requirements and using data/metrics for improvements
PREFERRED QUALIFICATIONS
* 3+ years of end-to-end delivery experience and communicating results to senior leadership
* 3+ years of process improvement experience
We are committed to an inclusive culture that empowers Amazonians to deliver the best results for our customers. If you need workplace accommodations during the application, interview, or onboarding process, please visit this link. For applicants outside listed regions, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate based on veteran status, disability, or other protected categories.
#J-18808-Ljbffr