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