Workforce Manager, OPTIMA

Job Description

The OPTIMA team is seeking a Capacity Planning and Workforce Managers to establish and lead the team in OPTIMA.
OPTIMA is a global team and enables Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. We enable shopping feature teams deliver superior CX quality by providing them reliable and comprehensive insights and ground truth data to measure and train ML (Machine Learning) models and handle annotation and Root Cause Analysis (RCA) across 10 different languages
Key job responsibilities
We are seeking a highly organized, detail-oriented and strategic Capacity Planning and Workforce Manager to join our rapidly growing team. The primary responsibility of this role is to build capacity planning strategy and team globally. The ideal candidate will have strong quantitative skills, proficiency in data analysis tools, and the ability to collaborate effectively across departments. This role requires a proactive approach to anticipate needs, optimize resource allocation, and maintain operational efficiency in a dynamic environment. There would be a requirement to analyze data, forecast resource requirements, and optimize capacity to ensure efficient resource allocation and support business objectives, ensuring that we can meet current and future demands effectively.
Capacity Planning and Site Strategy:
Analyze historical data and future resource requirements across multiple sites and programs to help plan the site strategy and employment model.
Develop and maintain capacity models and projections to inform strategic decision-making.
Evaluate the impact of changes in staffing levels, project scope, or resource allocation on overall capacity.
Continuously assess and refine capacity and workforce planning processes and methodologies to adapt to evolving business needs.
Establish scalable hiring processes that meet the needs of a multi-site operation with a broad set of skills and language requirements.
Establish workflows, SLAs, and operational excellence mechanisms for real-time management.
Data Analysis:
Define metrics, goals, and strategic direction across functional areas in support of the overall group vision
Collect, analyze, and interpret data related to resource utilization, project demand, and workforce trends.
Develop models and algorithms to forecast capacity requirements based on historical data and future projections.
Identify workforce patterns, trends, and anomalies in data to provide real-time inputs.
Track key performance indicators (KPIs) related to capacity utilization, workforce planning, real-time management, resource availability, and project delivery.
Identify bottlenecks or resource constraints and propose solutions to mitigate risks and enhance efficiency.
Operational and Team Management:
Lead real-time management team, influencing site operational leaders, tech teams, and handling high-severity incidents.
Mentor and manage a team of Workforce Analysts across multiple locations, supporting a worldwide network of business units and operational centers.
Organize team structure for multiple functional areas to ensure scalability for present and future volume needs.
Communicate effectively with senior management and leaders across the organization to determine priorities and direction.
Influence key stakeholders to prioritize resources needed to achieve quantifiable results, monitoring effectiveness after project delivery.
Improve project and process efficiency by optimizing cross-team processes.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND | Chennai, TN, IND | New Delhi, DL, IND
• Overall capacity planning or workforce management experience of 5 years or more along with 3 years or more of people management experience
• Experience in planning using analytical and mathematical skills.
• Experience in working with MS Excel, VBA, SQL, Data Warehouse or business intelligence systems and data visualization tools such as Tableau
• Experience in working with multiple projects with aligned timelines
• Experience defining program requirements and using data and metrics to determine improvements
• Experience with the Workforce Management tools
• Bachelor's degree in finance, accounting, business, economics, engineering , analytics, mathematics, statistics or a related technical or quantitative field
- Automation skills and experience of working on BI/automation.
- Ability to handle business continuity plans
- Exceptional analytical skills, ability to work with large amounts of data and communicate findings, experience establishing and tracking key performance metrics including return on investment
- Cross-functional project management experience
- Excellent knowledge of Six Sigma tools and Lean techniques
- Ability to work successfully in a dynamic, ambiguous environment
- Innovative and creative in finding solutions/ designing improved methods, systems and processes
- Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement
- Master Degree from a Top Tier Institute