Description

World Wide Capacity Planning (WWCP) org is looking for an exceptional Program Manager who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry.

The ideal candidate will possess both an analytical background that enables him/her to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. She/he will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The candidate will present their analysis and recommendations to senior leadership, getting feedback and buy-in for their ideas.

This is a high visibility role with heavy interaction across senior management ranks. Analytical ingenuity and leadership, coupled with demonstrated cross-functional operations partnership, are critical skills for this role.

Key job responsibilities

• Partner with the science manager to define vision, scope, and roadmap for each project.

• Coordinate tasks, resources, and timelines across different projects and identify and mitigate risks to drive team(s)/partners to meet goals.

• Coordinate with business leaders and other program managers to align business requirements and solutions for projects that cut across multiple labor planning workstreams.

• Develop and drive business and program progress reporting, and manage engagement with the key stakeholders.

• Manage the requirement intake, testing, product roll-out and adoption for projects and products.

• Work on short term solutions based on VBA/SQL/R to support current business needs and process gaps while science and tech teams work on long-term solution i.e. Amazon Vibe.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

Worldwide Capacity Planning optimizes capacity across operations sites that help minimize customer wait time and route customers to the associate who can best resolve their issue, on the first contact. We build forecasting models and optimization tools that help predict the hourly capacity requirement, including when there are new device or game launches, or when there is a special event, such as Prime Day.

Basic Qualifications

• 3+ years of program or project management experience

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Experience in complex problem solving, and working in a tight schedule environment

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, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.