Capacity Planning Manager Advertising Support Operations

1 month ago

Bengaluru, Karnataka, India timesjobs Full time
#


Are you a passionate customer advocate who is energized by working with diverse, cross-functional teams? Do you thrive in a fast-paced environment where you will be instrumental in delivering exceptional contact center experience to customers 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 analysts.
  • 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 a 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) teams 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 opportunities. 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.

## Locations

IND, KA, Bengaluru

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