Capacity Planning Analyst, Worldwide Capacity Planning

At Amazon, we are working to be the earth's most customer-centric company. If you would like to help us build the place that help customers get their issues resolved in the fastest time possible, this is your chance to make history.
We are looking for an exceptional analyst to join our Worldwide Capacity Planning team. Our team optimizes capacity across operations sites that help minimize customer wait time and variable costs. We build forecasting models and optimization tools that help predict capacity requirement for every 30 minutes and support new device launches, game launches, Prime Day, sporting events and many more events across Amazon universe.
The ideal candidate will possess both an analytical background that enables them to manage global network planning, and a demonstrated ability to think broadly and strategically across various initiatives. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The successful candidate will partner with Operations, outsourcing, program and tech leadership teams across multiple countries like US, LATAM, India, Philippines and South Africa.
Key job responsibilities
- Build capacity planning solutions that help optimize service levels and lower variable costs
- Manage staffing (4-6 weeks) and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies.
- Improve performance to plan by identifying, measuring and managing key metrics related to customer service
- Understands end to end business with a wide array of knowledge and acts as a functional partner to drive right actions for the customers, customer service associates (CSAs) and cost
- Understands technology and partners with customer service technology teams on new initiatives, including launch of industry-leading decision support tools and relentlessly advocates for adoption across team members
- Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions
- Lead global process standardization initiatives
- Utilizes analytical and statistical tools to interpret data and derive insights which helps create metrics to drive right actions
- Understands trade offs between cost, CSA experience and Customer experience and uses business judgement to take the right decision which balances all of these priorities
- Identifies constraints and challenges across demand/ supply and works with appropriate partner teams at a senior level to remove these constraints
A day in the life
“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”
- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL
- Experience making business recommendations and influencing stakeholders
- Advanced Excel and Access skills
- Operations Research or Capacity Planning experience strongly preferred
- Some programming experience is a plus to automate tools whenever appropriate
- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
- Knowledge of statistical and ML models