At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history.
We are looking for an experienced professional who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry to join us as at Worldwide Capacity Planning team.
The ideal candidate has an accomplished professional background with demonstrated proficiency in advanced mathematics and/or statistics. They are comfortable creating strategic recommendations in a thoughtful yet concise manner, and obtaining organizational "buy-in" at senior levels. They are well-organized, can manage multiple analyses/projects simultaneously, and are intellectually curious. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The role will be designated to support the Kuiper Global Business Operations (GBO) team.
This role will work in lock-step with multiple business teams including Product, Global Outsourcing, Program Management, and Finance leadership.
This position may require access to export-controlled information (ECI) subject to EAR and ITAR. Final employment decision is contingent upon satisfactory completion of export control screenings and obtaining any necessary export licenses or approvals, based on nationality, citizenship, and other factors considered by applicable export control regulations.
Key job responsibilities
- Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service.
- Cost and service optimization for customer service organization spread across 20+ countries worldwide.
- Build short/long term operational plans for different global sites to optimize variable costs associated with staffing
- Improve performance to plan by identifying, measuring and managing key metrics related to customer service
- Capture the right metrics to influence stakeholders and measure success
- Participate in global customer service initiatives and project roll outs to cater to growing business needs
- Drive Executive Communication effectively and ensuring sharing the bigger picture.
Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
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
