Description

　　This role can be based in any SPS location, which includes Barcelona, Cork or India.

　　Since 1995, Amazon has focused on being “the world’s most customer centric company”. Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers’ needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

　　Within Amazon, the Selling Partner Support (SPS) Organization’s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over providing world-class support to Merchants selling on the Amazon platform on a worldwide scale. Selling Partner Support strives to predict our Selling Partner's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. So, to our Third-Party merchants, we ARE Amazon!

　　We are looking for a talented Capacity Planning Program Manager to join the SPS EMEA Capacity Planning Team. This position requires someone with robust analytical and planning skills, coupled with business acumen, to collaborate with stakeholders and internal partners within SPS. Key tasks include calculating workload by using forecasted volume and contact center metrics (trending and budgeted), as well as long-term in-house headcount planning based on workload, network costs, scale, flexibility and business continuity. The ideal candidate should have a solid analytic background to effectively manage internal network staffing, a demonstrated ability to think broadly and strategically about SPS initiatives and the ability to collaborate with internal teams to build consensus on objectives.

　　Key job responsibilities

　　Work in partnership with Capacity Planning, Operations, Change Management, Talent Acquisition, Training, and Finance leadership to drive the strategic direction of SPS in-house capacity planning (long-term).

　　Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost efficiency.

　　Analyze drivers of significant forecast deviations and work with the forecasting team to continuously improve forecasting accuracy.

　　Enable effective decision making by consolidating data from multiple sources and compiling it into a comprehensible and actionable format.

　　Review and analyze productivity metrics for headcount planning, monitoring and reviewing improvements made to these metrics.

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

　　Barcelona, B, ESP

　　Basic Qualifications

　　Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field

　　Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

　　Experience defining program requirements and using data and metrics to determine improvements

　　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

　　Preferred Qualifications

　　Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

　　Experience building processes, project management, and schedules

　　3+ years of driving end to end delivery, and communicating results to senior leadership experience

　　3+ years of driving process improvements experience

　　Experience using Power Query, Python, or any other large data handling engine

　　Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.