Manager, WFM, Account Health Support (AHS)

📌 Core Information

🔹 Job Title: Manager, WFM, Account Health Support (AHS)

🔹 Company: Amazon

🔹 Location: Hyderabad, Telangana, India

🔹 Job Type: On-site

🔹 Category: Operations

🔹 Date Posted: June 10, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Managing and optimizing workforce to meet service level agreements (SLAs)
• Collaborating cross-functionally with operations, technology teams, and stakeholders
• Analyzing data and processes to identify problems and solutions
• Creating and maintaining schedules using Excel and scheduling tools

ASSUMPTION: This role requires strong analytical skills, experience in data-driven decision making, and the ability to work effectively in a fast-paced, cross-functional environment.

📋 Key Responsibilities

✅ Calculate demand volume forecast at interval, day, week, and month levels

✅ Plan capacity at weekly and monthly levels for hiring requirements

✅ Create schedules on Excel and scheduling tools based on volume patterns

✅ Dive deep into data and processes to identify problems and solutions

✅ Maintain regular communication with site operations, senior leadership, technology teams, and other stakeholders

✅ Publish reports on critical WFM and other important parameters to drive efficiency and keep stakeholders informed

✅ Create employee rotational plans and conduct shift bid processes

✅ Optimize break, meeting, and other non-productive activities, and manage interval-level service level

✅ Manage real-time analysts and schedulers

ASSUMPTION: This role involves a high degree of data analysis, process improvement, and stakeholder communication. It requires strong problem-solving skills and the ability to work effectively under pressure.

🎯 Required Qualifications

Education: Bachelor's degree in a relevant field

Experience: 3+ years of team management experience, 3+ years of program or project management experience, 3+ years of cross-functional experience working with tech and non-tech teams, and 3+ years of delivering cross-functional projects

Required Skills:

• Team management
• Project management
• Cross-functional collaboration
• Data analysis
• Capacity planning
• Scheduling
• Reporting
• Problem-solving
• Communication
• Process improvement
• Data mining
• SQL
• Automation
• Efficiency optimization
• Employee experience
• Forecasting

Preferred Skills:

• Experience implementing repeatable processes and driving automation or standardization

ASSUMPTION: While a Bachelor's degree is required, relevant work experience and skills are more important for success in this role.

💰 Compensation & Benefits

Salary Range: INR 15,00,000 - 20,00,000 per annum (Estimated based on industry standards for a mid-level management role in Hyderabad)

Benefits:

• Health, dental, and vision insurance
• Retirement savings plan
• Paid time off
• Maternity and paternity leave
• Employee discounts
• Training and development opportunities

Working Hours: Full-time (40 hours per week), with flexible work arrangements available

ASSUMPTION: The salary range provided is an estimate based on industry standards for a mid-level management role in Hyderabad. Actual compensation may vary based on factors such as experience, skills, and market conditions.

📌 Applicant Insights

🔍 Company Context

Industry: E-commerce and retail

Company Size: 10,001+ employees (Large enterprise)

Founded: 1994 (Over 25 years ago)

Company Description:

• Amazon is guided by four principles: customer obsession, passion for invention, commitment to operational excellence, and long-term thinking.
• The company is driven by the excitement of building technologies, inventing products, and providing services that change lives.
• Amazon's mission is to be Earth's most customer-centric company.

Company Specialties:

• E-commerce
• Retail
• Operations
• Internet

Company Website: https://www.amazon.com

ASSUMPTION: Amazon is a large, established company with a strong focus on innovation, customer experience, and operational excellence. Working at Amazon offers opportunities for professional growth and development.

📊 Role Analysis

Career Level: Mid-level management

Reporting Structure: This role reports to the Senior Manager, WFM, AHS

Work Arrangement: On-site, with flexible work arrangements available

Growth Opportunities:

• Potential to move into senior management roles within the WFM team or other teams within Amazon
• Opportunities to work on high-impact projects and drive strategic initiatives
• Chance to gain experience in a dynamic, fast-paced environment

ASSUMPTION: This role offers opportunities for career growth and development within Amazon's operations teams.

🌍 Location & Work Environment

Office Type: Corporate office

Office Location(s): Hyderabad, Telangana, India

Geographic Context:

• Hyderabad is the capital of Telangana, a state in southern India
• The city is known for its historical sites, cultural attractions, and IT industry
• Hyderabad has a tropical wet and dry climate, with hot summers and mild winters

Work Schedule: Full-time (40 hours per week), with flexible work arrangements available

ASSUMPTION: Hyderabad offers a mix of historical and modern attractions, with a vibrant IT industry and a moderate cost of living. The work environment at Amazon's Hyderabad office is dynamic and fast-paced, with a strong focus on innovation and customer experience.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screening
• On-site or virtual interview with hiring manager and team members
• Final round interview with senior leadership

Key Assessment Areas:

• Problem-solving skills
• Data analysis and interpretation
• Communication and collaboration
• Leadership and management skills
• Adaptability and resilience

Application Tips:

• Highlight relevant experience and skills in your resume, with a focus on data-driven decision making and cross-functional collaboration
• Prepare for behavioral interview questions that focus on problem-solving, leadership, and adaptability
• Research Amazon's company culture and values to demonstrate your fit for the role

ATS Keywords: Team management, project management, cross-functional collaboration, data analysis, capacity planning, scheduling, reporting, problem-solving, communication, process improvement, data mining, SQL, automation, efficiency optimization, employee experience, forecasting

ASSUMPTION: The interview process for this role is likely to be comprehensive, with a focus on assessing problem-solving skills, data analysis, communication, and leadership. Demonstrating a strong fit with Amazon's company culture and values will be essential for success in the interview process.

🛠️ Tools & Technologies

• Excel
• Aspect (scheduling tool)
• Data analysis and visualization tools (e.g., Tableau, Power BI)
• Project management tools (e.g., Asana, Jira)

ASSUMPTION: This role requires proficiency in Excel and a scheduling tool (preferably Aspect). Familiarity with data analysis and visualization tools, as well as project management tools, is also beneficial.

👔 Cultural Fit Considerations

Company Values:

• Customer obsession
• Passion for invention
• Commitment to operational excellence
• Long-term thinking

Work Style:

• Fast-paced and dynamic
• Collaborative and cross-functional
• Data-driven and analytical
• Innovative and adaptable

Self-Assessment Questions:

• Do you thrive in a fast-paced, dynamic environment?
• Are you comfortable working with large transactional volumes and big data?
• Do you enjoy solving complex, sometimes ambiguous, business problems?
• Are you able to work effectively in a cross-functional environment?
• Do you share Amazon's commitment to customer obsession, passion for invention, operational excellence, and long-term thinking?

ASSUMPTION: Success in this role requires a strong fit with Amazon's company culture, which values customer obsession, passion for invention, operational excellence, and long-term thinking. Candidates should be comfortable working in a fast-paced, dynamic, and collaborative environment, with a strong focus on data-driven decision making and problem-solving.

⚠️ Potential Challenges

• Managing a large team and ensuring high performance in a fast-paced environment
• Balancing the need for efficiency with the need to maintain high service levels and employee satisfaction
• Working with multiple stakeholders and managing competing priorities
• Adapting to changes in volume, processes, and technology

ASSUMPTION: This role presents unique challenges related to managing a large team, balancing efficiency with service levels, working with multiple stakeholders, and adapting to change. Successful candidates will be able to navigate these challenges effectively and drive results in a dynamic environment.

📈 Similar Roles Comparison

• Unlike other operations management roles, this role focuses specifically on workforce management and capacity planning for the Account Health Support team
• This role requires a strong background in data analysis and process improvement, with a focus on driving operational excellence
• Career progression in this role may lead to senior management positions within the WFM team or other teams within Amazon's operations

ASSUMPTION: This role is unique in its focus on workforce management and capacity planning for the Account Health Support team. While it shares similarities with other operations management roles, it requires a strong background in data analysis and process improvement, with a focus on driving operational excellence.

📝 Sample Projects

• Developing and implementing a new scheduling tool to optimize workforce management
• Analyzing historical data to identify trends and opportunities for process improvement
• Collaborating with technology teams to develop and implement automation solutions for repetitive tasks

ASSUMPTION: These sample projects illustrate the data-driven, collaborative, and innovative nature of this role. Successful candidates will be able to drive similar projects and initiatives to improve workforce management and capacity planning within the Account Health Support team.

❓ Key Questions to Ask During Interview

• Can you describe the team structure and dynamics within the Account Health Support team?
• How does this role collaborate with other teams within Amazon's operations, such as site operations and technology teams?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does Amazon support the professional development and growth of its employees in this role?
• What are the biggest challenges facing the Account Health Support team, and how can this role help address them?

ASSUMPTION: These interview questions are designed to help candidates understand the team structure, dynamics, and priorities, as well as Amazon's approach to professional development and growth. They also aim to assess the candidate's ability to address the challenges facing the Account Health Support team.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Customize your resume to highlight relevant experience and skills, with a focus on data-driven decision making and cross-functional collaboration
• Prepare a cover letter that demonstrates your fit with Amazon's company culture and values
• If applicable, prepare examples or a portfolio that showcases your experience with data analysis, process improvement, and project management
• Follow up with the hiring manager one week after submitting your application, inquiring about the status of your application and expressing your continued interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.