Capacity Planning Analyst, Selling Partner Support Global PlanningJob ID: 2644376 | Amazon.com Services LLC
This position will lead efforts to optimize headcount capacity across operations sites globally to help meet service expectations for end customers while minimizing variable costs and establishing strong mechanisms to meet planning accuracy targets and adjust to ongoing changes in customer need.
Selling Partner Services is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners, and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world-class support, and building loyalty with Amazon's millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
The SP-Support team within Selling Partner Services handles the majority of support interactions with Selling Partners (Sellers, Vendors, and Brand Owners), but also works with many other teams across Selling Partner Services and other Amazon teams to collectively solve Selling Partner issues. This role will join our cross-functional headcount planning team, Global Planning, and work closely with various stakeholders worldwide such as Finance, Operations, Regional Capacity Planners, Network Footprint, and Operations teams to develop bottoms-up capacity plans for global Variable headcount, site volume forecasts, and financial plans for strategic financial planning cycles for the upcoming 1-2 years. In this role, the Capacity Planning Analyst will support Global Planning by leading weekly, monthly, and quarterly business review processes; driving standardization of planning inputs and processes globally; assessing footprint optimization opportunities; and completing ad-hoc analysis and scenarios to estimate headcount and cost impact of new programs. This position will support and partner with senior leadership to provide data oversight and decision support in this rapidly evolving space.
The successful candidate will be a self-starter, comfortable with ambiguity, and able to create and maintain efficient & automated processes. The ideal candidate must thrive in a fast-paced environment, have a strong sense of curiosity and initiative, focus on generating results within tight deadlines, and maintain a high standard of personal and professional integrity and ethics. The successful candidate will be a thought leader, with the ability to dive deep while thinking big. We are looking for a team player to play a significant part in defining our team efforts.
Key job responsibilities
• Build capacity planning solutions that help optimize service levels and lower variable costs
• Manage a global capacity plan for headcount that runs to tens of thousands supporting multiple business and geographies.
• Improve performance to plan by identifying, measuring and managing key metrics related to a contact center environment.
• Understand end-to-end business with a wide array of knowledge and act as a functional partner to drive right actions for end customers (selling partners), production employees, and cost.
• Understand technology and partner with technology teams on new initiatives, including the launch of industry-leading decision support tools and relentlessly advocate for adoption across team members.
• Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions.
• Lead global process standardization initiatives.
• Utilize analytical and statistical tools to interpret data and derive insights which help create metrics to drive right actions.
• Understand trade-offs between cost, employee experience, and selling partner experience and use business judgment to take the right decision which balances all of these priorities.
• Identify constraints and challenges across demand/supply and work with appropriate partner teams at a senior level to remove these constraints.
BASIC QUALIFICATIONS- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross-functionally with tech and non-tech teams
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
- Experience building processes, project management, and schedules
- Master's degree
- Advanced hands-on knowledge of SQL.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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