Address
Form of workAt Amazon, we are working to be the earth's most customer-centric company. To get there, we need exceptionally talented, bright, and driven people. If you want to help us build the place to find and buy anything online, this is your chance to make history.
The Worldwide Capacity Planning (WWCP) team is looking for a talented Capacity Planning Manager (Functional Manager, Individual Contributor) to join the Global Outsourcing (GO) Capacity Planning team. This role requires strong analytical skills, business acumen and stakeholder engagement to drive strategic business decisions related to GO network along with smooth day to day GO capacity delivery. Examples may include, GO short/long-term Capacity Planning, long-term GO network strategy and influencing business decisions to optimize the cost, quality, scale, flexibility & business continuity.
The ideal candidate will have a strong analytic background that enables them to manage GO network Capacity Planning, a demonstrated ability to think broadly and strategically about customer service initiatives and the ability to persuade executives to build consensus on objectives.
Key job responsibilities
- Manage the GO Capacity Planning for North America Network by working closely with partner network to manage the long-term/short-term Capacity Planning processes for GO.
- Collaborate and closely communicate with GO Vendor Management team, Headcount Planning, Capacity Planning, GO Finance and program teams to ensure smooth execution of Capacity Planning processes.
- Drive the strategic direction of Customer Service GO network strategy (eg. expansion strategy, new site requirements, geographic diversification, etc.)
- Build optimal contact volume allocation plan for the outsourcing partner network by managing trade-offs between quality, productivity, and cost.
- Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.
- Support workforce teams in GO partner network to optimize the network level staffing by providing guidance on volume arrival patterns, ramp-up/ramp-down requirements, specialized skills and training requirements.
- Load balance the partner network capacity at a skill/channel/OU (Stores) level to maintain the required capacity per the long term forecasting/short term forecasting plans.
- Identify progressive tools and technology enablers that will improve operating performance and efficiency.
- Improve performance to plan by identifying, measuring and managing key metrics related to customer service GO.
- Promote and lead the projects related to process improvement and standardization of processes across all sites in the network.
- Lead global customer service initiatives and project roll outs to cater to growing business needs.
- Manage the reporting and analysis of daily, weekly, and monthly reporting of key performance indicators for North America GO.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
