At Amazon, we are working to be the earth's most customer - centric company. If you would like to help us build the place that help customers get their issues resolved in the fastest time possible, this is your chance to make history.
We are looking for an exceptional analyst to join our Capacity Planning team. Our team optimizes capacity across operations sites that help minimize customer wait time and variable costs. We build forecasting models and optimization tools that help predict capacity requirement for both live and non-live channels.
The ideal candidate will possess both an analytical background that enables them to manage global network planning, and a demonstrated ability to think broadly and strategically across various initiatives. They will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis
The successful candidate will work with multiple stakeholders to drive strategy to optimize resource utilization, reduce organizational costs and increase our associate experience. The optimal candidate is an experienced and professional who will excel within an entrepreneurial culture – fostering transparent customer relationships, balance frugality with creativity and function and able to successfully work in a fast-paced and time sensitive environment.

Key job responsibilities
Develop good relationships and partnerships with internal and external departments to quantify business projections, forecast network capacity, investigate underlying issues to mitigate risks and create short and long-term solutions.

• Demand/Supply/Capacity Planning
• Calculate required headcount and plan capacity across global sites based on volume received from forecasting team and inputs received from other teams (RnO and OP Cycle)
• Monitor execution of headcount plans, analyze plan performance against volume trends, SLAs, projected capacity vs. actual capacity and track/analyze impacts of process improvements
• Prepare ad hoc analysis like excess analysis & participate on projects as needed
• Keep track on hiring and inform stakeholders in case of any delay
• Forecast contacts and plan capacity for worldwide IPV program.
• Weekly/Monthly governance on HC utilization.
• Constant communication with WFM, business team, finance, senior leadership, operations, recruitment and other internal clients on status of plan vs Actual
• Participate and contribute to business review meetings and document writing to promote team efforts.
• Improves previously defined processes with quantified positive impact.
• Optimizes cross-team processes that improve team efficiency and delivery.
• Responsible for gathering and summarizing feedback on project launch, misses and communicating to all teams involved in a timely manner.

Basic Qualifications

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Bachelor's degree
• Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• • Operations Research or Capacity Planning experience strongly preferred
• • Some programming experience is a plus to automate tools whenever appropriate
• • Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
• • Knowledge of statistical and ML models

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.