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Posted: Sunday, March 12, 2017 11:24 PM

Amazon has built a reputation for excellence with recent examples of being named 1 in customer service, 1 most trusted, and 2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission:critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities. The AWS Support team is seeking an experienced Workflow Manager to provide world class support to the operations team in our AWS support sites. Specifically this role will be responsible for building relationships with a siteA?s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 70+ services 24/7 within either the Premium Support or Customer Service fields within AWS. Key Expectations of the AWS Workflow Manager include: Leads the workflow management team including workflow analyst(s) at an AWS support siteSupports the site management team by optimizing the staffing requirements that fit siteA?s needsBe actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occurCreates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning teamMitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptionsCoordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that siteManages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g., service level)Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practicesProvides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site3+ years of experience in customer support operations3+ yearsA? experience in analysis or workflow managementBachelorA?s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalentAbility to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiativesExperience building and analyzing models using various statistical tools for forecasting and optimizationExcellent analytical and mathematical skillsStrong command of Excel and other MS Office programsAbility to communicate effective in English (verbally and written)MBA preferredDatabase related experience and be able to write complex SQL queriesPrevious experience owning the scheduling of engineersagents in a customer support environmentBasic/Working knowledge of Six Sigma tools and Lean techniquesOperations Research or Capacity Planning experience is strongly preferred


• Location: Dallas

• Post ID: 48811417 dallas is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017