Sr Workflow Manager- Network Strategy and Performance, Network Strategy and Performance
Job ID: | Amazon Operation Services Colombia S.A.S.
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 surfac

📌 Sr Workflow Manager- Network Strategy and Performance, Network Strategy and Performance (Bogotá)
🏢 Amazon
📍 Bogotá