Job Description

DESCRIPTION

The Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe. With 700k hourly associates hired annually and growing to more than 1M in the next 24 months, WFS is performing an historic and unprecedented task to bring new people to work for Amazon Operations.

The Amazon Workforce Staffing Candidate Services (WFS CS) team is one branch of WFS. WFS CS provides email, SMS, chat and phone support across more than five different languages to candidates applying for jobs with Amazon. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support.

Role Responsibilities:
As a Capacity Planning Manager in WFS, you will be responsible for managing a team that models forecasting problems, discovers business insights, and develops short-term and long-term contact forecasts through the use of statistical, machine learning, algorithmic, data mining and visualization techniques. You will lead your team to present analyses, plans, and recommendations to senior leadership and connect new ideas to drive change. You will collaborate effectively with internal stakeholders and cross-functional teams to analyze forecast variances, understand and mitigate variance drivers, identify opportunities to improve operational efficiencies, and deliver successfully against high organizational standards. You will apply a breadth of tools, data sources and analytical techniques to answer a wide range of high-impact business questions and present the insights in concise and effective manner. You will create strategic recommendations in a thoughtful yet concise manner, and obtaining organizational buy-in at senior levels. This is a high impact role with goals that directly impacts the bottom line of the business. Accurate forecasts drive improvements in cost and quality of our service on a global scale.

This role requires a delicate balance in delivering models that are statistically grounded but also explainable operationally - business leaders must be able to understand what variables impact forecast variance and how they should respond tactically. This is a high visibility role with heavy interaction with senior leadership. People leadership and development, analytical ingenuity and leadership, business acumen, effective communication abilities, and the ability to work effectively with cross-functional leaders in a fast paced environment are critical skills for this role.
BASIC QUALIFICATIONS

Bachelor's degree in Business, Mathematics, Operations Research, Engineering or a related field
7+ years of experience in Forecasting/ Planning
Experience managing a team of analytic professionals including hiring, development, and performance management
Experience with statistical analysis and data visualization tools
Excellent communication skills to share findings in an understandable and actionable manner
Ability to lead successfully in a dynamic, fast-paced environment
Ability to manage team to meet tight deadlines and prioritize workloads

PREFERRED QUALIFICATIONS

SQL or programming experience
Operational experience in a high volume call and/or technical support environment
Advanced degree in a quantitative field
Detailed understanding of forecasting and presenting financial and non-financial data
Experience working with senior leaders in automating and implementing new systems and processes
Experience in telephony
Ability to build complex models using various statistical tools for optimization and then communicating plans or risks clearly
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, visit https://www.amazon.jobs/en/disability/us .