Sr. Workforce Manager, CXQO, Just Walk Out Technology

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Just Walk Out (JWO) Technology is a team of entrepreneurial, analytical, and creative builders with innovation at our core. Designed and custom-built by Amazonians, JWO operates with the speed and agility of a start-up while leveraging the scale of Amazon. We use computer vision, sensor fusion, and advanced machine learning to push the boundaries of what is possible in retail technology — enabling customers to shop in engaging, fast, and safe ways.

Our checkout-free shopping experience automatically detects when products are taken from or returned to shelves, maintaining a real-time virtual cart for each shopper. When a customer finishes shopping, they simply walk out. Shortly after, we charge their account and send a receipt — no lines, no checkout, no friction.

We are looking for a Sr. Workforce Manager- who is passionate about customer experience, thinks and acts globally, a strong communicator and networker to build successful working relationships across worldwide JWO network and has the edge to drive industry standard innovations.

The successful candidate will:

• Lead the Workforce planning team for multiple regions.
• Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels and Cost Effectiveness.
• Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.
• Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
• Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workforce inputs. Manage the analyses of daily, weekly, and monthly reporting of regional performance via Key Performance Indicators.
• Support management to optimize staffing requirements. Manage Service Levels (SL) and provide recommended workflow options and directives to maintain acceptable SL.