DESCRIPTION

Job Description

At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Our mission in CTPS is to make Amazon.com the safest place to shop online. The CTPS team safeguards the order pipelines; monitoring, tracking, and managing risk to ensure long-term buyer satisfaction.

As a member of Amazon’s Global Planning and Site Strategy (GPSS) the successful candidate will assume primary responsibility for raising the performance bar, proactively balancing growth with demand and driving new innovation for global forecasting, headcount planning and network capacity. 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. In this role, you 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 CTPS’ strategy to optimize resource utilization, reduce organizational costs and increase our CTPS associate experience. The optimal candidate is an experienced and vibrant 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 responsibilities include:

Customer Relationships – Develop good relationships and partnerships with internal and external CTPS 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
• 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 efficacy and delivery.
• Responsible for gathering and summarizing feedback on project launch, misses and communicating to all teams involved in a timely manner

Key job responsibilities
• Forecast contacts and plan capacity for worldwide contact center network for IPV program.
• Improve performance to plan by identifying, measuring and managing key metrics related to customer service
• Capture the right metrics to influence stakeholders and measure success
• Participate in global customer service initiatives and project roll outs to cater to growing business needs
• Coordinate with internal and outsourcing network operation teams to meet business service levels.
• Promote process improvement and standardization of processes across all sites in the network.
• Manages meetings effectively, drive detailed discussions and high-level alignment on planning cycles like OP1, OP2, Q2G, Q3G, RNO and 3YP plans.
• Manage the strategic planning lifecycle for business vertical, including OP1/OP2 intake, project prioritization, and value creation
• Manage fluctuations in business headcount demand, building a resourcing and capacity strategy that can flex and scale when needed – incorporating a blend of FTE, FTC, temporary or outsourced HC.
• Building and implementing a structured cadence and format for resourcing, capacity reporting and insight that importantly drives discussion and action

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, VLookUps) 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
– Experience building processes, project management, and schedules