Description At Amazon, we're committed to being the most customer-centric company globally while ensuring the highest standards of trust and safety. Our Verification Risk Management Operations (VRMO) team plays a crucial role in safeguarding Amazon's ecosystem through robust verification processes and risk management strategies. As a Program Manager II within the Global Planning and Site Strategy (GPSS) team supporting VRMO Workforce Management (WFM), you will be instrumental in driving strategic capacity planning, operational excellence, and innovation across our global verification networks. This role combines analytical rigor with strategic thinking to optimize our verification operations, including Seller Identity Verification (SIV), Know Your Customer (KYC), and Identity Prevention Verification (IPV) programs. Key job responsibilities Strategic Planning & Execution: - Lead end-to-end capacity planning for global verification operations, ensuring optimal resource allocation across multiple programs and sites - Drive strategic planning cycles (OP1, OP2, Q2G, Q3G, RNO, and 3YP) with focus on VRMO-specific requirements - Develop and implement innovative solutions using data analytics and emerging technologies to improve operational efficiency Workforce Management & Optimization: - Calculate and plan headcount_requirements across global sites based on forecasted volumes and program-specific SLAs - Monitor plan execution, analyzing performance metrics and capacity utilization - Optimize cross-site resource allocation to maintain service levels during peak periods - Partner with WFM teams to develop flexible staffing Process Innovation & Technology Integration: - Leverage SQL and basic programming knowledge to develop semi-automated solutions using current AI models - Identify opportunities for process automation and efficiency improvements across verification workflows - Collaborate with technical teams to prototype AI/ML solutions for verification processes - Drive continuous improvement initiatives using data-driven insights Stakeholder Management: - Build strong partnerships with internal stakeholders including Operations, Finance, Tech teams, and Senior Leadership - Coordinate with global verification sites to ensure consistent service delivery - Lead governance meetings and provide regular updates on key metrics and initiatives - Develop comprehensive business reviews and documentation for senior leadership Basic Qualifications - Bachelor's degree in relevant field - 5+ years of program/project management experience - Strong proficiency in data analysis using Excel (Advanced level) and SQL - Experience in workforce planning and capacity management - Knowledge of verification processes and risk management principles - Understanding of AI/ML concepts and their operational applications - Demonstrated ability to learn new technologies and drive automation initiatives Preferred Qualifications - 5+ years of driving end to end delivery, and communicating results to senior leadership experience - 5+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules - Experience in verification operations or risk management - Track record of implementing tech-enabled process improvements - Strong stakeholder management skills across multiple organizational levels - Experience with forecasting and capacity planning tools - Background in process optimization and continuous improvement methodologies - Knowledge of global operations and multi-site management - Proven ability to translate business requirements into technical solutions Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.