Manager-Workflow, Customer Experience Metrics for Customer Servicce

Description

Workflow Manager owns end-to-end Workflow execution across multiple Customer Service sites and geographies within the NSP organization. This role bridges tactical capacity execution with network-level strategy, ensuring that staffing plans translate into accurate, on-the-ground scheduling and workforce deployment that protects service levels and delivers cost efficiency. The Workflow Manager leads a team of Business Analysts responsible for shift planning, schedule adherence, headcount alignment, and operational defect resolution across assigned sites.
This is not a reporting role. The Workflow Manager tackles ambiguous, high-stakes workforce questions that span scheduling accuracy, capacity risk mitigation, cross-site coordination, and process standardization. They operate independently in a fast-paced environment, managing competing priorities with analytical rigor and sound judgment. They partner closely with CS Operations, Capacity Planning, Finance, Training, and PxT teams to execute short-term and long-term capacity plans. They contribute directly to the team's AI-driven transformation agenda by driving AI adoption across their team, building automation for repetitive workflows, and demonstrating measurable productivity gains.

Key job responsibilities
Capacity Plan Execution: Own the execution of network capacity plans at the site level by translating forecasted staffing requirements into optimized CSA shift schedules across multiple sites and time zones, monitoring actual staffing against plan daily and taking corrective action to close gaps and protect service levels.
Schedule Management and Staffing Alignment: Coordinate site-staffing needs including headcount reporting, shift rotation management, cross-training programs, and new-hire ramp integration, ensuring schedule adherence across productive and non-productive activities and aligning actual staffing to short-term and operational capacity plans.
KPI Ownership and Performance Reporting: Own the analysis and reporting of site performance through Key Performance Indicators including Shrinkage, AHT, and PTL on daily, weekly, and monthly cadences, highlighting and communicating metrics that could affect service levels, customer experience, and business processes.
CSA Wellness and Occupancy Management: Monitor and detect metrics signaling CSA burnout symptoms including occupancy rates, schedule density, and break adherence, coordinating proactive interventions such as wellness NPTs and workload rebalancing to eliminate outlier associate experiences and sustain long-term workforce health across sites.
Process Improvement and AI Transformation: Critically evaluate current Workflow processes and drive standardization across sites, independently applying AI tools to accelerate analytical and scheduling workflows, developing team-level automation for repetitive tasks, and building repeatable frameworks that prevent recurring categories of execution problems.
Stakeholder Partnership and Risk Mitigation: Work closely with mid to senior-level leaders across CS Operations, Capacity Planning, Finance, Training, and PxT to identify emerging capacity risks, create mitigation plans for staffing corrections and service level recovery, and partner with Technology teams to drive mechanism enhancements.
Team Leadership and Talent Development: Lead a team of Business Analysts across multiple sites, setting clear performance expectations, providing regular feedback, and coaching team members to recognize strengths and grow toward promotion while hiring, attracting, and onboarding talent to ensure rapid skill development.
Communication and Strategic Participation: Communicate complex scheduling and staffing insights in clear, concise narratives for technical and non-technical audiences, participating in tactical and strategic planning discussions and producing well-structured documents that tie conclusions directly to business outcomes.

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, execution 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 Network Performance 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 L5 Labor Business Analyst to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.

Basic Qualifications

- 4+ years of people management experience
- Bachelor's degree or equivalent in BI, finance, engineering, statistics, computer science, mathematics or equivalent quantitative field
- Experience building optimization models using Advanced Excel
- Experience in Project/Program management
- 2+ years of workflow experience

Preferred Qualifications

- 5+ years of workflow experience

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