Sr Manager, Capacity Planning and Workforce Management, Payment Risk, Operations

Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted store where millions of buyers and sellers can safely transact online? Are you passionate about planning for capacity and driving operational excellence in a very ambiguous environment and ready for the next step in leading and building a team of your own? If you are passionate around developing new and innovative planning methods that combine finance, operations excellence, business insights and technology, Payment Risk Operations is looking for you!

We are seeking a passionate, innovative, senior leader to lead the end to end capacity planning, efficiency improvement, and workforce management of an organization of more than 2,000 Fraud Investigators sitting in multiple countries, working in both brick/mortar and virtual sites, who service 13+ countries. The ideal candidate will be leading capacity planning, model development, operational site planning and work routing globally. This candidate will have prior experience leading in Capacity Management/Workflow/Logistics and will demonstrate outstanding business acumen and judgment, excellent analytical abilities/data-driven decision making, strong technical skills, superior written and verbal communication skills, and the ability to influence cross-functional teams and partners across Operations, Product, Machine Learning, and Finance teams. They must be a self-starter, comfortable with ambiguity and juggling multiple projects, able to think big and be creative (while paying careful attention to detail), and will enjoy working in a fast-paced dynamic environment. Strong initiative, inquisitive curiosity, team leadership, project management and quantitative skills are imperative for success, as well as the ability to scale through the team, lead and grow talent globally. The team will develop world class processes and tools that will drive the efficient planning and cost management for the Payment Risk Operations which allows them the ability to ensure the right skill, right time – globally 24x7x365. The Team handles tens of millions of cases with varied unique demand drivers. Effectively leading this function will result in lower operational costs and deliver a superior customer experience.

Key job responsibilities
Capacity Planning and Workforce Management:
Drive the strategic direction for long-term and short-term capacity planning, staff solutions strategy, and geographic diversification
Set staffing targets for our Operations teams by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness
Lead long-term automation of resource planning processes: (1) Capacity Planning, (2) Long and short term forecasting (3) cost improvements, and (4) reporting

Deliver “Hands-Off-The-Wheel” (HOTW) of planning and scheduling for multiple, “large scale/high velocity events such as Peak/Prime Day” throughout the year
Drive telephony, capacity planning, and workforce management decision support systems capabilities. Provides input and thought leadership on new tool capabilities and enhancements
Lead local site management and workflow teams to optimize staffing requirements
Offer data, insights, and provide guidance to senior leadership with regards to future site strategy, including country mix and brick/mortar vs. virtual split

Analytics and Insights:
Manage the analysis of daily, weekly, and monthly reporting of business performance via Key Performance Indicators
Manage a team of capacity modelers and analysts who generate insights that drive the business
Deliver reporting in the form of Weekly Business Reviews, Monthly Finance Reviews, Quarterly Operational Guidance, and OP1/OP2 OPEX plans


About the team
About the Organization: Payment Risk Operations (PRO) plays a critical role within Buyer Risk Prevention (BRP) in protecting our Customers and Amazon from payment related fraud, misuse, and abuse.