Description

　　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 Worldwide 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 every 30 minutes and support new device launches, game launches, Prime Day, sporting events and many more events across Amazon universe.

　　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 partner with Operations, outsourcing, program and tech leadership teams across multiple countries like US, LATAM, India, Philippines and South Africa.

　　Key job responsibilities

　　Build capacity planning solutions that help optimize service levels and lower variable costs

　　Manage staffing (4-6 weeks) and scheduling for a 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 customer service

　　Understands end to end business with a wide array of knowledge and acts as a functional partner to drive right actions for the customers, customer service associates (CSAs) and cost

　　Understands technology and partners with customer service technology teams on new initiatives, including launch of industry-leading decision support tools and relentlessly advocates 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

　　Utilizes analytical and statistical tools to interpret data and derive insights which helps create metrics to drive right actions

　　Understands trade offs between cost, CSA experience and Customer experience and uses business judgement to take the right decision which balances all of these priorities

　　Identifies constraints and challenges across demand/ supply and works with appropriate partner teams at a senior level to remove these constraints

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

　　Arlington, VA, USA | Nashville, TN, USA | Seattle, WA, USA

　　Basic Qualifications

　　Degree in mathematics, statistics, computer science, engineering, economics or related field

　　3+ years of direct experience in Capacity Planning or Labor Modeling

　　3+ years of direct experience in quantitative research or analyses

　　3+ years in program/project management

　　Experience working with SPSS or other statistical software packages

　　Experience translating roadmaps and key performance indicators as well as recommendations to senior leaders

　　Experience utilizing SQL

　　Preferred Qualifications

　　Advanced Excel and Access skills

　　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

　　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.

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $51,200/year in our lowest geographic market up to $123,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.