Job Description

DESCRIPTION

Amazon\'s Customer Service (CS) team is seeking an exceptional planner who is passionate about the customer experience, who thinks/acts globally, and will set up headcount planning practices for an emerging new vertical within CS. This is an opportunity to be part of the growth story of the Amazon Business (AB) CS and Worldwide Capacity Planning (WWCP) teams. In this role, you will be work on AB capacity planning while supporting WWCS initiatives and strategy.

The successful candidate will work in lock step with multiple business teams, AB Operations, Vertical Capacity planning teams, AB Program Management and Finance leadership.

Key job responsibilities
- Drive headcount planning and hiring strategy for AB by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness.
- Partner with vertical planning teams to drive AB strategy, setup inspection mechanisms to ensure that business strategy is translated into WWCP plans.
- Drive financial disciple and own the reporting and dive deep on financials.
- Create new reporting and analytic opportunities by analyzing and understanding key planning processes
- Coordinate with Operations, vertical planning teams, HR/Recruiting and Finance teams to analyze historical data and forecast headcount.
- Support local site management teams to optimize staffing requirements
- Thought leadership on integration of new products/services supported by CS and AB.

A day in the life
A day in life of AB headcount planner comprises of

- Reviewing daily business performance on productivity metrices (AHT, SL, CPH, Occupancy and PTL) at various time horizon (daily, weekly, or monthly) for business against the plan. Analyzing variance and mitigation plan
- Three to four hour per day will be part of scheduled meetings with vertical planners, stakeholders, and internal team to run the business.
- Setting up, reviewing, and improving mechanisms to support nine different OUs spread across three regions.
- Working on internal CP and AB wide initiatives and projects.

About the team
AB Capacity planning (ABCP) team is part of WWCP team in CS. ABCP team is relatively new and is formed to support ABCS post AB becoming a new vertical within CS.

Being a new team supporting an emerging vertical we have opportunity to learn about setting up a vertical and work in partnership with Operations teams to make strategy, device operating plans and manage volatility as day to day running of business.

It is always Day 1 in ABCP.

We are open to hiring candidates to work out of one of the following locations:

Bengaluru, KA, IND | Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor\'s degree
- 5+ years of driving process improvements experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

PREFERRED QUALIFICATIONS

- Master\'s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- 7+ years of working cross functionally with non-tech teams experience
- 6+ years of Microsoft Office products and applications experience
- 4+ years of profit & loss management experience
- Excellent writing skills, ability to process complex ideas / proposals in easy to understand and structured way to gain approvals / alignments.

Amazon