Job Information
Amazon Capacity Planning Manager, Advertising Support & Operations in Bengaluru, India
Description
Are you a passionate customer advocate who is energized by working with diverse, cross-functional teams? Do you thrive in a fast-pace environment where you will be instrumental in delivering exceptional contact center experience to customer and associates alike?
Advertising is uniquely positioned to help customers discover just what they need, while helping Selling Partners of all sizes grow their business and brands. Our people make it all happen. Advertiser Support provides one-on-one education and solves problems for advertisers, and provides a world-class contact center support to the global Selling Partners, Brands, and Authors who use Amazon DSP and Sponsored Advertising products.
We are looking for an experienced Manager for our Capacity Planning function to drive our global contact center operations. A successful candidate enjoys problem solving, is comfortable accessing and working with data from multiple sources and is enthusiastic about partnering with other teams across Advertising business to deliver results. You should have an internal drive to think out of the box, excellent analytical skills, as well as excellent written and verbal communication skills. You should be a self-starter, comfortable with ambiguity and be involved in the details.
Key job responsibilities
Leading Amazon Advertiser Support Capacity Planning initiatives and strategy.
Leading and developing a team of planners, workflow analysts and real time analyst.
Own contact routing strategy across support channels and routing platforms.
Lead site, location and hiring strategy.
Develop and implement routing strategies to improve Advertiser experience by ensuring Advertiser contacts are handled in the shortest possible time by relevant set of associates
Engage and earn trust of operational leaders, tech leaders, finance, product and program team members across global Advertiser Support Operations team and ensure cross functional goal alignment
Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness.
Manage the analysis of daily, weekly, and monthly reporting of key performance indicators.
Ownership of Service Level and Occupancy goals at a WW level
Coordination of global analytic roll-ups in support of project work and reporting as needed.
Thought leadership on integration of new products/services supported by Advertising.
Document writing and presentations up to the director level.
A day in the life
Your day will be filled working with a variety of team members on complex and challenging opportunities. Your direct reports include capacity planning analysts, workflow and real time analysts. You will inspect and give guidance on day-to-day performance, but also regularly review strategic roadmaps and plans. You will be the most senior member of your manager's team, representing the broader team at department meetings and annual planning events when needed. You'll regularly have exposure to the most interesting new business areas and top level leaders.
About the team
The Advertising Support & Operations (ASO) team’s vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions both address immediate issues and unlock future business opportunity. Our scope includes in-system Help and expert one-on-one assistance when self-service Advertisers contact Amazon. Our products and operations span multiple Amazon systems. Additionally, ASO leverages our unique connection with Advertisers to gather feedback and suggest workflow improvements to reduce user friction.
Basic Qualifications
Bachelor's degree
Strong leadership skills; experience leading large scale project or programs; owning weekly & monthly status reports and updates
Strong Project management and analytical skills; Ability to manage different programs at a network level to influence and obtain buy-in, and then drive execution, analysis and achievement of the right results.
Problem solving skills and the abilities to quantitatively analyze challenges, scope technical requirements, and effectively prioritize program deliverables
Excellent written and verbal communication skills with understanding of tech development processes and software lifecycle
Proven track record for delivering results on large, cross functional, international milestone projects
Experience in quantitative research or analyses. SQL and Excel experience.
Preferred Qualifications
*Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field.
MBA or Master’s degree in Engineering, Computer Science or operations related fields with minimum 8+ years of relevant experience
Experience leading teams with 10+ employees and direct reports who are managers
Experience in online advertising operations and platforms. Knowledge of Amazon Advertising business would be a plus; willingness to learn is a must
Knowledge of contact routing platforms like GACD and Amazon Connect Hybrid
Strong data background and experience with analyzing big data sets using tools, such as Tableau, QuickSight etc.