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 Consumer Trust and Partner Support (CTPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller’s needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for a Workforce Management (WFM) System Administrator to maintain our WFM back end/front end systems and tools. In addition, the WFM System Admin will partner closely with other teams to deliver mission critical initiatives, while devising solutions and tools that will benefit CTPS Operations. This role requires excellent troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical environment. At the core of the position is high attention to detail, and delivering high quality results on time.
This position is fully remote by design and the hiring manager is open to various U.S. locations in addition to the those listed in the job posting (Arlington, San Diego, Nashville) and below:
Canada: Vancouver, BC
India: Hyderabad or Bangalore
Luxembourg: Luxembourg City
Key job responsibilities
– Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools
– Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable people to ensure the proper resolutions are met in a timely manner
– Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency
– Ensures the accuracy and timeliness of all data flowing to and from WFM systems
– Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements
– Setup user access to systems and/or services
– Creates and updates profiles, permissions, and maintains user accounts
– Drafts and maintains internal communications policies and procedures
– Participate in cross-functional activities such as requirements gathering, review and user acceptance testing
– Works with internal IT support teams and vendor technical support, as needed
– 24-hour on-call support will require nights and weekends
– Occasional business travel and travel to other company facilities will be required
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Nashville, TN, USA | San Diego, CA, USA
BASIC QUALIFICATIONS
– 3+ years of program or project management experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience using data and metrics to determine and drive improvements
– Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules
– Bachelor’s degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.