Job Description: As an ACES (Amazon Customer Excellence Systems) Manager, you will drive process standardization on site. You will be the link between station management and the ACES team. As a member of the ACES team itself, you will contribute to the optimization of the delivery stations operations, providing station with sufficient knowledge and appropriate tools to improve performance. Your goal is to solve complex problems with simple and practical solutions by developing a deep knowledge of the operation processes. Creating effective communication plans to provide visibility to all impacted teams of the organization will help you to enable overall process alignment. Job Responsibilities: Supports the site management team by optimizing the staffing requirements for the site’s needs. Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices. Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team. Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site. Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site. Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur. Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels). Job Requirements: Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent minimum of 5 years of Workflow/Workforce Manager experience Completed 4 years degree from an accredited University Ability to communicate effectively in English (verbally and written) Operations Research or Capacity Planning experience is strongly preferred Database related experience and be able to write complex SQL queries Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change Basic/Working knowledge of Six Sigma tools and Lean techniques Advances command of Excel and other MS Office programs Proven analytical and mathematical skills Previous experience owning the scheduling of engineers\agents in a customer support environment Job Details: Company: Amazon Vacancy Type: Full Time Job Location: Salamanca, Spain Application Deadline: N/A Apply Here getyourvacancy.com
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