Sr. Workflow Manager owns end-to-end Workflow execution across Amazon Customer Service network for multiple countries and time zones. This role operates at the intersection of tactical capacity execution and network-level strategy, ensuring that staffing plans translate into accurate workforce deployment that protects customer experience and associate experience while delivering cost efficiency. The Sr. Workflow Manager leads a team of Workflow Managers and their Business Analyst teams, driving execution accountability, process standardization, and AI-driven transformation at organizational scale. They operate independently, managing ambiguity with rigor and judgment, and influence senior leadership through well-reasoned, data-backed arguments in weekly, monthly, and quarterly business reviews that directly shape outsourcing and staffing decisions across the CS network.
Key job responsibilities
Own the execution of network capacity plans covering short-term (4-week) and operational (monthly/quarterly),.
Ensure Workflow Managers translate forecasted staffing requirements into optimized CSA shift schedules, monitoring network-wide staffing accuracy against plan and driving corrective actions to close gaps and protect service levels at scale.
Act as a cost owner for Workflow operations across the network, driving cost-effective measures across the department and organization. Support quarterly submissions to CS Finance, providing accurate Year-to-Go labor cost projections and revisions versus OP targets. Align staffing execution with budget constraints and outsourcing strategy to deliver best costs for customer support.
Own the governance of network-level Key Performance Indicators including Shrinkage, AHT, and PTL across all sites on daily, weekly, and monthly cadences. Establish standardized reporting frameworks that surface performance trends, highlight systemic risks, and communicate metrics impacting service levels, customer experience, and busine
📌 Sr Workflow Manager- Network Strategy and Performance, Network Strategy and Performance (Bogotá)
🏢 Amazon
📍 Bogotá
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