Capacity Planning - Program Manager, SPS EMEA Capacity Planning Manager en Barcelona

DESCRIPTION

Job summary
Since 1995, Amazon has focused on being “the world’s most customer centric company.” Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers’ needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

Within Amazon, the Selling Partner Support (SPS) Organization’s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over providing world-class support to Merchants selling on the Amazon platform on a worldwide scale. Selling Partner Support strives to predict our Selling Partner's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. So to our Third Party Sellers, we ARE Amazon!

We are looking for a talented Capacity (headcount) Planning Program Mgr to join the SPS Capacity Planning team. This role requires someone with strong analytical + planning skills and business acumen who will work with stakeholders and internal partners within SPS. Some examples of tasks include calculating workload using forecasted volume and contact center metrics (trending and budgeted); long term in-house headcount planning based on workload, network costs, scale, flexibility and business continuity. The ideal candidate will have a strong analytic background that enables them to manage internal network staffing, a demonstrated ability to think broadly and strategically about SPS initiatives and the ability to work with internal teams to build consensus on objectives.

The successful candidate will:

• Work in partnership with Operations, Change Management, Recruiting, Training, and Finance leadership, to drive the strategic direction of SPS in-house capacity planning (long-term)
• Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness
• Analyze drivers of significant forecast misses and work with forecasting team to continuously improve forecasting
• Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format
• Review and analyze productivity metrics for headcount planning, track and review improvements to these metrics

This role can be based in an EU SPS location which includes Barcelona, or Cork.

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.







Key job responsibilities

• Work in partnership with Operations, Change Management, Recruiting, Training, and Finance leadership, to drive the strategic direction of SPS in-house capacity planning (long-term).
• Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness
• Analyze drivers of significant forecast misses and work with forecasting team to continuously improve forecasting
• Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format
• Review and analyze productivity metrics for headcount planning, track and review improvements to these metrics

BASIC QUALIFICATIONS

· A bachelor's degree or Master's degree in an analytical or business field, or comparable business experience with some technical background.
· 3-4+ years’ experience in a planning function for a large scale (>$50Mn cost impact) consumer-facing or operations organization.
· 2+ years experience working cross functionally with tech and non-tech teams.
· Experience in implementing large scale processes to improve efficiency of operations
· Program management experience for multi dimensional team collaboration.
· Extensive experience using Microsoft Excel for data analysis and reporting.
· Program management experience for multi dimensional team collaboration.

PREFERRED QUALIFICATIONS

• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• Strong quantitative and qualitative analytical skills as well as good business judgment
• Cross-functional project management experience
• Experience in a fast paced, high-pressure office environment
• Experience using Power Query, Python, or any other large data handling engine.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.