Senior Manager, IT Resources Capacity Planning

Amazon.Com, Inc. Seattle , WA 98113

Posted 2 months ago

Sr. Capacity Planning Leader, Global IT

DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. We are looking for a Senior Manager for our Capacity Planning function to lead the delivery of innovative solutions to complex technical problems in a customer centric manner.

As the Senior Manager for our Global IT Capacity planning function, you will work closely with the regional IT leaders to play a key role in improving the financial and operational performance of our global teams. You will be responsible for measuring, designing and planning IT Helpdesk engineer deployments in a global environment to ensure outstanding customer experience while balancing costs. In addition, you will be responsible for optimizing workflow, staffing and routing to ensure the right specialist is connected to the right client at the right time. You will also act as the voice of your team and guide the selection or development of workforce management and skill-based routing solutions. You will also liaise with the finance, partner and program management teams to help guide our expansion across multiple regions.

This position requires a solution-oriented candidate with a combination of deep business acumen, knowledge of statistical best practices, and an analytical mindset to enable tactical workflow planning and proactive responses to service level challenges. The candidate must have the ability to work with diverse stakeholder groups to solve business problems and provide data solutions that are organized and simple to understand. Become part of this unique opportunity to make history defining the evolution of IT.

Key Responsibilities

  • Apply advanced case routing techniques to provide best-case outcomes to our customers' individual needs.

  • Work with IT leaders to help improve service level and customer experience.

  • Build and manage a team to design work schedules.

  • Work with the worldwide planning management teams to ensure alignment in strategy to global planning.

  • Develop reports showing the effectiveness of our teams and highlight opportunities for increased productivity.

  • Work with product management and operations teams to help build utilities and tools for internal use.

  • Lead global capacity planning and budgeting exercises.

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


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Senior Manager, IT Resources Capacity Planning

Amazon.Com, Inc.