WFM Program Manager II, RPE

Role Overview Amazon.com is looking for a structured and customer-centric WFM Program Manager II, RPE to join our Selling Partner Services team in Bengaluru. In this position, you will lead workforce management projects, optimizing front-end and back-end contact center scheduling and forecasting systems. Your goal is to improve partner experiences and build innovative, data-driven tools that streamline operational planning cycles. Key Responsibilities - Lead projects related to WFM contact routing, VoIP, and contact center tools - Collaborate with cross-functional technical and non-technical matrix teams - Create and maintain essential project artifacts like scope and risk registers - Partner with Business Intelligence to build tracking and reporting mechanisms - Implement change management strategies for seamless tool transitions - Build comprehensive plans integrated with corporate operational cycles (OP1, OP2) - Provide on-call and weekend support as needed for operational continuity Required Qualifications - Bachelor's degree with at least 3 years of program or project management experience - Minimum 3 years of experience in Workforce Management forecasting and scheduling - Strong proficiency in Excel, including pivot tables, logical nesting, and formulas - Proven ability to use data and analytical metrics to drive process improvements - Hands-on experience with automated contact routing and contact center tools Why Join Us At Amazon, you will have the opportunity to work at the forefront of operational technology. We offer an inclusive work environment, continuous professional development, and the chance to build solutions impacting millions of users.