Capacity Planner II, BAD SupportAt Amazon, we are working to be the earth's most customer-centric company.
If you would like to help us build the place that helps customers resolve issues quickly, this is your chance to make history.
We are looking for an exceptional analyst to join our Capacity Planning team.
Our team optimizes capacity across operations sites to minimize customer wait time and variable costs.
We build forecasting models and optimization tools to predict capacity requirements for both live and non-live channels.
The ideal candidate will have an analytical background enabling them to manage global network planning, with the ability to think broadly and strategically across initiatives.
They should experience a wide range of problem-solving situations, from strategic to real-time, requiring extensive data collection and analysis.
The successful candidate will collaborate with multiple stakeholders to drive strategies that optimize resource utilization, reduce costs, and improve the associate experience.
We seek an experienced, vibrant professional who excels in an entrepreneurial culture—fostering transparency, balancing frugality with creativity, and thriving in a fast-paced, time-sensitive environment.
Key job responsibilitiesCustomer Relationships - Develop partnerships with internal and external departments to forecast network capacity, investigate issues, mitigate risks, and create solutions.Demand/Supply/Capacity Planning - Calculate headcount and plan capacity across global sites based on forecasts and inputs from various teams.Monitor execution of headcount plans, analyze performance against volume trends, SLAs, and capacity projections.Prepare ad hoc analyses, such as excess analysis, and participate in projects as needed.Keep track of hiring and inform stakeholders of delays.Forecast contacts and plan capacity for the IPV program worldwide.Conduct weekly/monthly governance on HC utilization.Communicate regularly with WFM, business teams, finance, leadership, and other internal clients about plan status.Participate in business review meetings and document efforts.Improve existing processes with measurable positive impacts.Optimize cross-team processes for better efficiency and delivery.Gather and communicate feedback on project launches and issues in a timely manner.We are hiring candidates to work from HYD 16-CO (Hyderabad, TS, IN).
BASIC QUALIFICATIONS3+ years of program or project management experience3+ years of experience working cross-functionally with tech and non-tech teams3+ years of experience implementing process improvements using data and metricsBachelor's degreeAdvanced knowledge of Excel (Pivot Tables, VLookUps) and SQLExperience defining program requirements and using data to drive improvementsPREFERRED QUALIFICATIONS3+ years of delivering end-to-end projects and communicating results to senior leadership3+ years of driving process improvementsExperience managing multiple stakeholders at various levelsOperations Research or Capacity Planning experience preferredProgramming experience to automate tools is a plusKnowledge of Six Sigma, Lean techniques, statistical and ML models is a plusAmazon's inclusive culture empowers employees to deliver the best results.
If you need workplace accommodations during the application process, please visit this link.
We are an equal opportunity employer and do not discriminate based on protected statuses.
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