Sr Workflow Manager- Network Strategy and Performance, Network Strategy and Performance

Description

Sr. Workflow Manager owns end-to-end Workflow execution across Amazon Customer Service network for multiple countries and time zones. This role operates at the intersection of tactical capacity execution and network-level strategy, ensuring that staffing plans translate into accurate workforce deployment that protects customer experience and associate experience while delivering cost efficiency. The Sr. Workflow Manager leads a team of Workflow Managers and their Business Analyst teams, driving execution accountability, process standardization, and AI-driven transformation at organizational scale. They operate independently, managing ambiguity with rigor and judgment, and influence senior leadership through well-reasoned, data-backed arguments in weekly, monthly, and quarterly business reviews that directly shape outsourcing and staffing decisions across the CS network.

Key job responsibilities
Own the execution of network capacity plans covering short-term (4-week) and operational (monthly/quarterly),. Ensure Workflow Managers translate forecasted staffing requirements into optimized CSA shift schedules, monitoring network-wide staffing accuracy against plan and driving corrective actions to close gaps and protect service levels at scale.
Act as a cost owner for Workflow operations across the network, driving cost-effective measures across the department and organization. Support quarterly submissions to CS Finance, providing accurate Year-to-Go labor cost projections and revisions versus OP targets. Align staffing execution with budget constraints and outsourcing strategy to deliver best costs for customer support.
Own the governance of network-level Key Performance Indicators including Shrinkage, AHT, and PTL across all sites on daily, weekly, and monthly cadences. Establish standardized reporting frameworks that surface performance trends, highlight systemic risks, and communicate metrics impacting service levels, customer experience, and business processes to senior leadership.
CSA Wellness Strategy and Occupancy Management: Define and drive network-wide CSA wellness strategy by monitoring occupancy rates, schedule density, break adherence, and burnout indicators across geographies. Establish proactive intervention mechanisms such as wellness NPTs and workload rebalancing at scale, eliminating outlier associate experiences and sustaining long-term workforce health across the entire network.
Process Standardization, AI Transformation, and Automation: Critically evaluate Workflow processes across the network and drive standardization, operational excellence, and best practices across all sites. Act as an AI catalyst for the Workflow organization, designing team-scale automation solutions that free bandwidth, shaping the team's AI learning agenda, and demonstrating measurable productivity improvement. Build repeatable frameworks that prevent entire categories of scheduling and capacity execution problems from recurring.
People Leadership, Talent Development, and Organizational Scale: Lead a team Workflow Managers and their Business Analyst teams spread across multiple countries, setting clear performance expectations and providing regular feedback. Hire, attract, and onboard talent while ensuring rapid exposure and skill development. Provide coaching and career development to recognize strengths and identify opportunities to stretch and grow team members toward promotion. Build organizational capability to scale Workflow execution as the network evolves.
Executive Communication and Strategic Influence: Present analysis and planning recommendations to leadership independently, adapting communication style for technical and non-technical, operational and strategic audiences. Write clear, concise, and compelling narratives for QBRs, MBRs, and planning reviews that meet Amazon's standard formatting guidelines with conclusions tied to the working-backwards framework.

About the team
The Network Strategy and Performance (NSP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.
We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.
The NSP team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking an Senior Network Performance Analyst – AI Transformation to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.

Basic Qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 2+ years of supply chain experience
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- Experience managing, analyzing and communicating results to senior leadership
- Master's degree
- 7+ years of supply chain experience

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