Job Description

DESCRIPTION

At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We set big goals and are looking for people who can help us reach and exceed them. Amazon Web Services (AWS) is one of the world’s most comprehensive and broadly adopted cloud platform, offering over 165 fully featured services from data centers globally. Amazon Web Services, Inc. provides services for broad range of applications including compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), security, and application development, deployment, and management.

AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services. The AWS Support organization is global with 17 locations around the world. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.

We are looking for a talented Program Manager to join the Workforce Management team to lead the global short-term planning function. The ideal candidate is a leader with demonstrated ability to develop network and site level plans, site plans, capacity optimization plans, online and offline work optimization methodologies, process roll out and drive organization adherence to new processes. Candidate will have a strong analytic background that enables him/her to manage global planning, a demonstrated ability to think broadly and strategically about Support Engineering initiatives and the ability to persuade executives to build consensus on objectives. 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

Key responsibilities include:

· Identify/Implement short-term capacity plans and optimization plans, management tools and technology enablers that will improve operating accuracy and efficiency
· Develop SLA based site demand and capacity forecasts at multiple levels of aggregation for multiple time horizons as part of a short-term planning function
Build models for effective monthly and quarterly planning cycles with business and operational stakeholders
· Optimize demand and capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness
Mitigate capacity risks by managing dependencies across multiple teams. Clearly communicate dependencies and manage/track expectations
Coordinate with Operations, Capacity Planning, Training, Scheduling and workflow teams to maintain and update staffing plans.
Create new reporting & analytic opportunities by analyzing and understanding key planning processes
· Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
Provide recommendations for operational improvements and innovate new metrics and KPIs to measure performance.
· 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.

Professional traits that is not unique to this position, but necessary for Amazon leaders:
· Exhibits excellent judgment
· 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
The role can be based out of Dallas or Seattle.

BASIC QUALIFICATIONS

· A bachelor's degree in an analytical or business field, or comparable business experience with some technical background.
· 7+ years’ of overall experience in a consumer-facing or service organization
· 4+ years of experience in a large scale operations planning or supply chain teams
· Demonstrated experience in building and managing capacity/labor/inventory plans
· Experience using SQL for data analysis and reporting.

PREFERRED QUALIFICATIONS

· Strong data mining skills, and experience working with Production Environment Metrics such as Forecasting, AHT, Shrinkage, Overtime and FTE)
· Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity.
· Advanced proficiency in SQL
· Experience with data visualization (Tableau, QuickSight, Power BI)
· Hands on experience in HTML, CSS, JavaScript, Perl and JSP
AWS Support values diversity of thought and wants to grow by hiring people with a wide range of backgrounds, cultures, and experiences that allow us to continue innovating for complex problems. If you are interested in shaping the future of Amazon AWS Support organization, apply to learn more about this exciting opportunity. Amazon is a 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, please visit https://www.amazon.jobs/en/disability/us.