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Headcount Planner, Amazon Business Vertical, Worldwide Capacity Planning
Amazon.comUnited StatesRemotefull_timeVerifiedPosted 6 Sept 2023
💰 $172,300/yr($71,600/yr – $172,300/yr)
About the role
Amazon's Customer Service (CS) team is seeking an exceptional planner who is passionate about the customer experience, who thinks/acts globally, and will set up headcount planning practices for an emerging new vertical within CS. This is an opportunity to be part of the growth story of the Amazon Business (AB) CS and Worldwide Capacity Planning (WWCP) teams. In this role, you will be work on AB capacity planning while supporting WWCS initiatives and strategy.
The successful candidate will work in lock step with multiple business teams, AB Operations, Vertical Capacity planning teams, AB Program Management and Finance leadership.
Key job responsibilities
- Drive headcount planning and hiring strategy for AB by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness.
- Partner with vertical planning teams to drive AB strategy, setup inspection mechanisms to ensure that business strategy is translated into WWCP plans.
- Drive financial disciple and own the reporting and dive deep on financials.
- Create new reporting and analytic opportunities by analyzing and understanding key planning processes
- Coordinate with Operations, vertical planning teams, HR/Recruiting and Finance teams to analyze historical data and forecast headcount.
- Support local site management teams to optimize staffing requirements
- Thought leadership on integration of new products/services supported by CS and AB.
A day in the life
A day in life of AB headcount planner comprises of
- Reviewing daily business performance on productivity metrices (AHT, SL, CPH, Occupancy and PTL) at various time horizon (daily, weekly, or monthly) for business against the plan. Analyzing variance and mitigation plan
- Three to four hour per day will be part of scheduled meetings with vertical planners, stakeholders, and internal team to run the business.
- Setting up, reviewing, and improving mechanisms to support nine different OUs spread across three regions.
- Working on internal CP and AB wide initiatives and projects.
About the team
AB Capacity planning (ABCP) team is part of WWCP team in CS. ABCP team is relatively new and is formed to support ABCS post AB becoming a new vertical within CS.
Being a new team supporting an emerging vertical we have opportunity to learn about setting up a vertical and work in partnership with Operations teams to make strategy, device operating plans and manage volatility as day to day running of business.
It is always Day 1 in ABCP.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Seattle, WA, USA
- Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
- 7-8 years of relevant experience in a capacity planning function.
- Advanced knowledge of MS excel and proficiency in MS office and other related applications.
- Experience working with SAS, R, Python in a professional setting 3+ years SQL, Excel, and Access experience.
- Basic/Working knowledge of Six Sigma tools and Lean techniques
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 $71,600/year in our lowest geographic market up to $172,300/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. Applicants should apply via our internal or external career site.
The successful candidate will work in lock step with multiple business teams, AB Operations, Vertical Capacity planning teams, AB Program Management and Finance leadership.
Key job responsibilities
- Drive headcount planning and hiring strategy for AB by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness.
- Partner with vertical planning teams to drive AB strategy, setup inspection mechanisms to ensure that business strategy is translated into WWCP plans.
- Drive financial disciple and own the reporting and dive deep on financials.
- Create new reporting and analytic opportunities by analyzing and understanding key planning processes
- Coordinate with Operations, vertical planning teams, HR/Recruiting and Finance teams to analyze historical data and forecast headcount.
- Support local site management teams to optimize staffing requirements
- Thought leadership on integration of new products/services supported by CS and AB.
A day in the life
A day in life of AB headcount planner comprises of
- Reviewing daily business performance on productivity metrices (AHT, SL, CPH, Occupancy and PTL) at various time horizon (daily, weekly, or monthly) for business against the plan. Analyzing variance and mitigation plan
- Three to four hour per day will be part of scheduled meetings with vertical planners, stakeholders, and internal team to run the business.
- Setting up, reviewing, and improving mechanisms to support nine different OUs spread across three regions.
- Working on internal CP and AB wide initiatives and projects.
About the team
AB Capacity planning (ABCP) team is part of WWCP team in CS. ABCP team is relatively new and is formed to support ABCS post AB becoming a new vertical within CS.
Being a new team supporting an emerging vertical we have opportunity to learn about setting up a vertical and work in partnership with Operations teams to make strategy, device operating plans and manage volatility as day to day running of business.
It is always Day 1 in ABCP.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Seattle, WA, USA
Basic Qualifications
- Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
- 7-8 years of relevant experience in a capacity planning function.
Preferred Qualifications
- Master's degree in in mathematics, statistics, computer science, economics or related field Operations research or capacity planning experience- Advanced knowledge of MS excel and proficiency in MS office and other related applications.
- Experience working with SAS, R, Python in a professional setting 3+ years SQL, Excel, and Access experience.
- Basic/Working knowledge of Six Sigma tools and Lean techniques
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 $71,600/year in our lowest geographic market up to $172,300/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. Applicants should apply via our internal or external career site.
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