Amazon strives to be the world’s most customer-centric company, where customers can research and purchase anything they might want online or offline.
We set big goals and are looking for people who can help us reach and exceed them.
The Amazon device team designs & engineers high profile consumer electronics, including the best-selling Kindle family of products.
We have also produced groundbreaking devices like Fire tablets, Fire TV, and Amazon Echo. We provide our customers a fully integrated service with easy access to movies, TV shows, magazines, newspapers, books, songs, apps, and games.
The speech data services team is part of Amazon’s speech platform organization that provides speech recognition capabilities for a variety of Amazon products and searches, most visibly, the recently launched Amazon Echo product.
Program Manager Capacity is a newly created role where we are looking for an exceptional leader who is passionate about the Customer Experience, who thinks / acts globally, and who has the ability to contribute major new innovations in the industry to join us as Program Manager.
He / she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The ideal candidate is a leader with demonstrated ability to learn new capacity planning methodologies process mapping, process roll out and organization adherence to new processes.
This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results.
Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of customer advocacy and influence without authority is important for this role.
The successful candidate will work in lock-step with multiple business teams, ADS Operations, Finance and Leadership. He / she will :
Build and implement capacity planning processes across ADS that will allow ADS organization to scale to customer demand in the coming years
Lead projects to define and align ADS Operations organization structures to deliver on capacity plan
Identify / Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency
Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update plans.
Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers.
Monitor performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes;
evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations
Promote process improvement and standardization of processes across all operational sites in the network.
A master's degree in an management from Tier 1 B Schools (IIM / ISB) with 2+ years of experience, or a bachelor degree with 4+ years of experience in data analytics or related field
Proficient in Microsoft Excel for data analysis and reporting.
Experience in implementing large scale processes to improve efficiency of operations
Experience in implementing organization wide processes to improve efficiency of operations
Advance Degree (MS / MBA) in the field of operations or strategy
Demonstrated ability to set up processes to scale up operations in a fast paced organization
2+ years of experience in working with global teams with stakeholders in multiple countries
Ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm
Professional traits that is not unique to this position, but necessary for Amazon leaders :
Exhibits excellent judgment
Hires great people. Develops great people.
Has relentlessly high standards
Thinks strategically, but stays on top of tactical execution
Expects and requires innovation of her / his team
Thinks big and has convictions
Is results oriented
Knowledge of or experience with spoken language understanding technologies a plus
Prior background working with operations for business-critical services, including estimating resource requirements, defining metrics, and driving improvements to operational processes
Knowledge of software development life cycle and SCRUM practices
Experience communicating with users, other technical teams, and management to collect requirements, evaluate alternatives, and develop processes and tools as needed to support the organization.
Excellent communication skills with stakeholders, peers and executives, and the ability to generate and communicate meaningful metrics representing end-user experiences for speech products and services
Comfortable working in a fast paced, highly collaborative, dynamic work environment