Program Manager, Capacity Planning Job in Amazon

DESCRIPTION

PRO (Payment Risk Operations) is engaged in driving exceptionally complex and fast decision making that drives stopping the bad actors from committing fraud on the Amazon platform. As fraud is evolving so are we and to do that PRO needs to effectively staff itself 24-by-7 for a 365 day operations environment worldwide. The teams support our existing countries, new countries launches, and a multitude of new product offerings on Amazon.
To deliver on this our Buyer Operations team is looking for a talented Program Manager to lead one of our major business units in planning. This leader will take ownership of our planning for global staffing covering Amazon largest workforce mitigating for Risk, drive the improvements to our process and tools, implement automation to improve our accuracy and speed, and have a strong background in capacity planning for a global delivery. To do this we are looking for a blend of process, analytical, and communication skills. This position requires a solution-oriented candidate with a combination of deep business acumen, capacity planning, statistical best practices, and an analytical mindset to enable tactical workflow planning and proactive responses to service level challenges. The candidate must have the ability to work with diverse stakeholder groups to solve business problems and provide data solutions that are organized and simple to understand.
Some of the challenges this person will get to solve with our team and the responsibilities that she/they/he will own:
Develop headcount and capacity plans
Create best capacity plan and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness.
Mitigate capacity risks by managing dependencies across multiple operating units and sites.
Clearly communicate dependencies and manage/track expectations.
Support local site management and workflow teams to optimize staffing requirements.
Drives complex projects (~8 per year) that improve efficiencies in capacity planning/HC planning and drive process changes to meet new product and market demands.
Analyze drivers of significant forecast misses to continuously improve forecasting. Works with stakeholders to develop mechanisms to continuously audit inputs basis deviations of plan versus actuals. Uses these facts and findings to represent her/his/their function globally.
Execution: Initiates the design, development, and implementation of analysis projects that optimize staffing, scheduling, shifts. Applies analytical principles/concepts to problems. Makes informed trade-offs to deliver results.
Domain Knowledge: Knowledge of contact/call center domains. Skillset to apply analytical principles, tools, and techniques.
Results & Accountability: Ensures that effective controls are developed and maintained across the organization.
Handle a high volume of data Amazon is a complex space and data resolves that ambiguity. When things do go wrong (and they will), the candidate is happy to dive deep and get to the real detail so we can learn and benefit from our mistakes.
Documentation: Amazon is a document driven company and we do not presentations that well. The candidate will be required to write documents and plans and review performance of the team. He/she will be expected to write documents for their projects, business reviews and drive decision making in the process.

BASIC QUALIFICATIONS

Bachelors / Masters Degree
4+ years of program/project management experience. Able to understand theoretical operations management principles such as inventory planning, queuing theory, linear programming, optimization etc.
Prior Capacity planning/ Headcount planning / Workflow Management experience
Proven analytical aptitude, including the ability to mine and analyze large, complex data sets
Demonstrated ability to work well in a team environment and work under tight deadlines
Proven ability to drive projects efficiently in a cross-functional environment by establishing respect and confidence in the business and technical communities
Proficient in MS Excel for data analysis and reporting
Strong written and verbal communication skills.
Experience in working in complex and frequently ambiguous spaces; making sense of customer need and being able to frame that as clear requirements.
Able to structure requirements, create detailed road-maps for projects and drive execution through stakeholders
Ability to work under minimal supervision and adhere to stringent deadlines

PREFERRED QUALIFICATIONS

MBA degree from Tier I/II business schools
Advanced degree in Operations Management
Six sigma black belt level capabilities in deconstructing processes and metrics, to identify areas of opportunity and lead the development and implementation of new processes
Ability to motivate and focus people resources where there is no direct reporting relationship
Demonstrated knowledge of Six Sigma tools and Lean techniques
Certified Project Management Professional (PMP)
Certified Six Sigma Black Belt
Amazon is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.