Short Term Planning Manager EU, EU Capacity Planning
Amazon
Hyderabad, IND
2d ago

Job summary

This person would be responsible for managing the team that develops the short term plans for EU CS network. He / She will also be leading the long term and short term planning for GO partners.

Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people.

This will be a high visibility role and the candidate will have to interact with Sr. Amazon CS leadership on a regular basis to keep them updated on the network and participate in both tactical short term and strategic long term planning initiatives.

The successful candidate will :

  • Work in lock-step with CS Operations and Global Outsourcing account team
  • Create optimal short term plans for business by managing trade-offs between Customer Experience / Service Levels, Employee Experience, and Cost Effectiveness.
  • Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage / track expectations.
  • Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
  • Manage a team of Capacity Planning Analysts
  • Internal job description

    Amazon is looking for a 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.

    As our Manager, EU Capacity Planning, you will create and deliver a cost effective and comprehensive global capacity solution for the EU Customer Service (CS) network.

    The ideal candidate will possess a strong analytical background that enables him / her to analyze and optimize CS network, and standardize planning activities within EU and Worldwide teams.

    He / she will experience a wide range of problem solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis.

    The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.

    The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

    This person would be responsible for managing the team that develops the short term plans for EU CS network. He / She will also be leading the long term and short term planning for GO partners.

    Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people.

    This will be a high visibility role and the candidate will have to interact with Sr. Amazon CS leadership on a regular basis to keep them updated on the network and participate in both tactical short term and strategic long term planning initiatives.

    Key job responsibilities

    The successful candidate will :

  • Work in lock-step with CS Operations and Global Outsourcing account team
  • Create optimal short term plans for business by managing trade-offs between Customer Experience / Service Levels, Employee Experience, and Cost Effectiveness.
  • Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage / track expectations.
  • Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
  • Manage a team of Capacity Planning Analysts
  • A day in the life

    This is an analytical leadership role which cuts across all of the EU marketplaces and all CS verticals. They manage a team of more than 10 analysts who provide interval level customer demand profiling.

    The role is complex but rewarding as it has the ability to grow and develop individuals' careers. This person's customers include L8 directors, finance, Global outsourcing as was as site-level operations.

    It involves managing the cost and quality of the planning, challenging constraints to drive a better result and experience for our customers.

    About the team

    The teams mission is to deliver accurate and timely interval level demand plans. They provide detailed outlooks into the future as well as analytics about past performance.

    Basic qualifications

  • Bachelor’s Degree in quantitative field (Engineering, Economics, Maths, etc) required · 5+ years Operations / Analysis / Planning experience required · Fluency in solving optimization problems · Ability to effectively communicate with senior leadership
  • Preferred qualifications

  • MBA from Top Tier B school · Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate.
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
  • Excellent communication skills, both written and verbal. · Ability to work successfully in a dynamic, ambiguous environment.
  • Ability to meet tight deadlines and prioritize workloads. · Ability to develop new ideas and creative solutions.
  • PREFERRED QUALIFICATIONS

    Basic qualifications

  • Bachelor’s Degree in quantitative field (Engineering, Economics, Maths, etc) required · 5+ years Operations / Analysis / Planning experience required · Fluency in solving optimization problems · Ability to effectively communicate with senior leadership
  • Preferred qualifications

  • MBA from Top Tier B school · Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate.
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
  • Excellent communication skills, both written and verbal. · Ability to work successfully in a dynamic, ambiguous environment.
  • Ability to meet tight deadlines and prioritize workloads. · Ability to develop new ideas and creative solutions.
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