Sr. Capacity Planner, Global Services Capacity Planning

Amazon Web Services (AWS) Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers across Commercial and Public Sectors. The AWS Global Services (GS) team, within SMGS, interacts with leading companies to build secure mission-critical applications on top of AWS services and believes that world-class support is critical to customer success.

GS plays a central role in our customers’ transformative cloud journeys, deeply integrating people expertise and technology capabilities at scale to shape customers’ end-to-end experiences with AWS. Together, we are rapidly advancing the way customers experience and consume AWS. Across our key customer adoption success services - Training & Certification, Professional Services, Support Operations, Managed Services, and Security - our builders make an impact every day across millions of individuals and thousands of customers ranging from Start-ups to Enterprises. Together with AWS Partners, our work enables and accelerates customers, unlocks value, drives AWS adoption, and helps transform businesses and public sector organizations across the globe, and we are propelled by our pursuit to be a differentiator when customers are evaluating cloud providers. The impact Global Services has on customers is as diverse as it is significant, helping them upskill their workforce, and with landing, operating, modernizing, and transforming their workloads on AWS, with value-add partners and security embedded throughout.

Sr. Capacity Planner is a newly created role where we are looking for an exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to learn new capacity planning methodologies process mapping, process roll out and organization adherence to new processes. 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 job responsibilities
The successful candidate will work in lock-step with multiple Global Services business teams, Business Ops, Finance and Leadership. They will:

- Build and implement capacity plans for hiring and staffing across Global Services that will allow organization to scale to customer demand in the coming years

- Lead projects to define and align Operations support teams to deliver on capacity plan
- Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency
- Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans.
- Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
- 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.