Capacity & Workflow Manager Job in Amazon

DESCRIPTION

Amazon is investing heavily in building a world class advertising business and we are responsible for defining and delivering a collection of self-service performance advertising products that drive discovery and sales. Our products are strategically important to our Retail and Marketplace businesses driving long term growth. We deliver billions of ad impressions and millions of clicks daily and are breaking fresh ground to create world-class products. We are highly motivated, collaborative and fun-loving with an entrepreneurial spirit and bias for action. With a broad mandate to experiment and innovate, we are growing at an unprecedented rate with a seemingly endless range of new opportunities.
This role will be the single point of contact for WWAS team and address the real-time issues to ensure consistent customer experience and deliver key metrics. The person would support the long-term vision for GCC, standardizing their processes, and automation. This role requires a high level of autonomy, high level of judgment during leading real time mitigation actions to protect customer experience and advertiser experience. This role also requires ability to create standard processes, having a high bar on flawless execution, and independently managing a diverse set of senior stakeholders across Amazon.
The ideal candidate will possess exceptional strategic thinking along with great people management and stakeholder management experience to navigate strategic decisions through a matrixed organization. They will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience leading high performance teams. 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 management skills.
The responsibilities of the GCC Manager would be as follows:
Be a single point of GCC for WWAS leadership.
Prepare and represent WWAS in DBR/WBRs (With support from GCC).
Develop leadership backups for GCC by sharing and providing them with leadership exposure.
Drives the delivery of service levels, and productivity targets for the site and marketplaces supported
Manages the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels)
Develop strong relationships with leadership at global Selling Partner Support sites driving effective network capacity management & sharing best practices
Provide Stakeholder management to support all activities (Peak, launches, BCP, etc.)
Be single point of contact for any escalation/queries from the leadership
Drive new initiatives and metrics with GCC team
Work closely with the Amazon connect migration team
Provide feedback to the GCC leadership on the team performance.
Identify improvements in the supply and delivery of Capacity planning KPIs and Metrics.

BASIC QUALIFICATIONS

This role will be the single point of contact for WWAS team and address the real-time issues to ensure consistent customer experience and deliver key metrics. The person would support the long-term vision for GCC, standardizing their processes, and automation. This role requires a high level of autonomy, high level of judgment during leading real time mitigation actions to protect customer experience and advertiser experience. This role also requires ability to create standard processes, having a high bar on flawless execution, and independently managing a diverse set of senior stakeholders across Amazon.
The ideal candidate will possess exceptional strategic thinking along with great people management and stakeholder management experience to navigate strategic decisions through a matrixed organization. They will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience leading high performance teams. 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 management skills.

PREFERRED QUALIFICATIONS

Bachelors Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
MBA preferred
Database related experience and be able to write complex SQL queries
Previous experience owning the scheduling of engineers\agents in a customer support environment
Basic/Working knowledge of Six Sigma tools and Lean techniques
Operations Research or Capacity Planning experience is strongly preferred