Sr Mgr: WW Planning Job in Seattle 98119, Washington Us
Sr Mgr: WW Planning
Amazon.com 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 Sr. Manager, WW Customer Service Capacity Planning Analysis, you will be responsible for creating contact forecasts and capacity plans for all lines of businesses. The ideal candidate will possess both a forecasting background that enables him/her to manage quantitative planning analysts and a demonstrated ability to think broadly and strategically about customer contacts. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The successful candidate possesses superb business judgment, with a track record of successful relationship management, and strong analytical acumen, with experience generating and managing forecasts, 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.
Job Responsibilities
- Work extensively with product management, finance and operation teams to understand the businesses that are supported and the key drivers for customer contacts.
- Develop new statistical predictive models to forecast customer contact demand, across all business lines.
- Maintain, update, and validate models with the latest information to improve accuracy of forecasting.
- Create bridges to explain the variance between forecast and actuals.
- Analyze customer trends and segmentation and their preference of using various contact channels.
- Create the best plans by managing the trade-offs between customer experience and cost effectiveness.
- Partner in wider customer service projects and initiatives such as new launches or roll outs on a global basis.
- Provide forecasting Subject Matter Expertise (SME) to different regions worldwide.
- Candidate must have the ability to clearly communicate and explain the demand models (inputs, outputs, rationale, gaps) and recommendations to senior management.
- Data analysis to validate business and model assumptions.
- Data mining and analysis to uncover trends and correlations to better predict demand.
Keys to success in this role include exceptional analytics, statistics, judgment, and communication skills. The candidate needs to be able to extract insights from data and be able to clearly communicate appropriate triggers and actions.
- Bachelor's degree in Math, Engineering, Business, Statistics or other related quantitative disciplines.
- 7+ years of professional demand forecasting/ quantitative analysis experience in a large, multinational organization.
- Experience building, iterating, and validating predictive data models from scratch.
- Advanced knowledge of Excel.
- Experience with analysis tools like SQL, SAS, R, and other similar statistical analysis tools.
- Strong written and verbal communication skills required
- MBA or advanced degree in economics, statistics, operations research, mathematics or other quantitative disciplines.
- 10+ years of planning demand in growing businesses.
