ITS PM II - Capacity Planner (CP), IT-Services

At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds and offer them an environment where they can relentlessly innovate for our customers. As a member of the IT Services organization, you will have an opportunity to make a valuable contribution to that goal.

Do you thrive on the meaningful work of high-impact change management within technology driven organizations? We are looking for a Program Manager to raise the bar in Capacity Planning to drive and accelerate initiatives in IT Services to meet the customer experience and productivity goals – with an impact that spans across the entire network. In this role, you will support log-term Capacity Planning strategy, ensuring adoption and success measures are met as we continue to learn and evolve our approach to Amazon Style. The ideal candidate will directly support implementing the strategy for Capacity Planning, ensuring adoption and success measures are met and will be expected to spot risks and ask the right questions to ensure appropriate trade-offs are considered. This position will leverage mechanisms to effectively support the implementation of enterprise changes that impact Amazonians through a wide array of IT deployments.

With strong bias for action, our team moves fast to break down complex problem, allowing us to make data driven decisions that best serve customers. We work within unexplored and ambiguous spaces and apply rigor and structure to improve success. We strive to be highly collaborative, working cross-functionally to raise the bar in IT Services at Amazon. This position will partner closely with Program, Business, Product, and Operational teams as well as regularly communicate with cross-functional leaders throughout the company. If you are a change leader and thrive working in a complex and fast-paced environment, we want to talk to you.


Key job responsibilities
• Develop Long-term headcount and capacity-plans for IT-Services Organization.
• Create best capacity plans and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness.
• Track/update outside service plan for ITS, clearly communicate dependencies and manage/track expectations.
• Constantly review existing processes and innovate new ones for possible automation, improvements/enhancements.
• Drives complex projects that improve efficiencies in HC planning and drive process changes to meet new product and market demands.
• Analyze drivers of significant forecast misses to continuously improve forecasting. Collaborate with Key stakeholders to develop mechanisms for optimizing the HC demand and cost, with clear documentation.
• 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.
• 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.



A day in the life
-Work individually on current gaps in capacity and headcount for the responsible functions and work with stakeholders to mitigate them
-Work on excel or similar tools to analyze patterns in forecast, gaps in headcount measurement
-Partner with Business team to standardize the Productivity and demand assumptions
-Conduct and be present in critical meetings to drive stakeholders for delivering capacity solutions
-Track/update outside services plan for ITS
-Work on incumbent’s project roadmap items on a day-to-day basis
-Ability to create a long-term hiring and reallocation plans for Fixed and variable headcount within IT-Services
-Conduct deep-dive to improve Site strategy


About the team
Capacity Planning Team is responsible for the process of long-term strategic headcount planning that enables the IT-Service Business unit to scale in line with customer demand. The team will focus on creating hybrid organizational capacities that are flexible and scalable.
Our internal customers are Vertical Leaders, Business teams, Operations, Workforce-Management, Finance, space-planning and recruiting-teams. We operate through planning cycles to deliver a) Strategic plans such as 3YP, OP1/OP2 plans to define long term investment and growth opportunities for business verticals b) Operational plans such as R&O, monthly staffing plans to enable hiring & staffing of our workforce across the network