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Manager-Workflow, Customer Experience Metrics for Customer Servicce

Amazon· Operations / Network Strategy and Performance (NSP)
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Bogota, ColombiaFull-timePosted 2w ago

About the role

Workflow Manager owning end-to-end workflow execution across multiple Customer Service sites and geographies within NSP. Bridges tactical capacity execution with network-level strategy; leads a team of Business Analysts responsible for shift planning, schedule adherence, headcount alignment, and operational defect resolution. Drives AI adoption, automation, and measurable productivity gains while partnering with CS Operations, Capacity Planning, Finance, Training, and PxT.

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.

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

Skills

Required:People managementWorkflow optimizationAdvanced ExcelProject/Program management
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

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