Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
Amazon is looking for a 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. As our Capacity Planner, you will create and deliver a cost effective and comprehensive global capacity solution for the IN Customer Service (CS) network. The ideal candidate will possess a strong analytical background that enables him/her to analyze and optimize CS network, and standardize planning activities within IN and Worldwide teams. He/she will experience a wide range of problem solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.
This person would have to work on a revolutionary new 'work from home' model in India - I Have Time (IHT). He/ She will have the advantage to work on disruptive model in Customer Service and would need to work with Operations/ HR/ Finance/ IT developers as the model is experimented and evolved. Strong initiative, project management and quantitative skills are imperative in this role. This will be a high visibility role and the candidate will have to interact with Sr. Amazon CS leadership on a regular basis to keep them updated on the IHT network and participate in both tactical short term and strategic long term planning initiatives. The successful candidate will: · Work in lock-step with CS Operations/ HR and Finance teams · Create optimal long term and short term plans for IHT by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness. · Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations. · Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators pertaining to IHT
- Bachelor’s Degree in quantitative field (Engineering, Economics, Maths, etc) required · 5+ years Operations/Analysis/Planning experience required · Fluency in solving optimization problems · Ability to effectively communicate with senior leadership
- MBA from Top Tier B school · Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate. · Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment. · Excellent communication skills, both written and verbal. · Ability to work successfully in a dynamic, ambiguous environment. · Ability to meet tight deadlines and prioritize workloads. · Ability to develop new ideas and creative solutions.