AP GO CP Manager

4 weeks ago

Hyderabad, India ADCI HYD 20 SEZ Full time
Amazon.com is an equal opportunity employer and strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. Amazon Worldwide Capacity Planning is looking for an exceptional leader who is passionate about raising the performance bar, can work closely with multiple stakeholders in different geographies, and has the ability to drive new innovations in the customer service industry. The ideal candidate will possess both an analytical background that enables him/her to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. As the manager of Global Outsourcing capacity planning, they will be responsible for the planning and execution of capacity plans for the Asia Pacific, Middle East and Africa customer service outsourced sites. The leader will lead a team of analysts, and will disambiguate the complexities of new information and launches that impacts the Global Outsourcing capacity Planning. They will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis. This role participates in weekly/monthly/quarterly business reviews and influences the L7/L8s in Worldwide Customer Service Operations on staffing and outsourcing related decisions. This role actively participates in the hiring process and acts as a mentor to the new hires/ interns and drives key projects to adopt automation/ standardization within the Worldwide Capacity Planning team.Key job responsibilitiesKey responsibilities include:The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and CS Finance. They will:• Influence the leaders in CS Operations, Global Outsourcing and Finance to outsourcing decisions in alignment with globally aligned frameworks and mental models within the Worldwide Capacity Planning team.• Proactively identify and mitigate capacity risks by identifying dependencies across multiple stores and sites. Clearly communicate dependencies to the right stakeholders and manage/track expectations.• Lead a team of analysts in the AP Global Outsourcing capacity planning team, develop and own mechanism to track and manage key performance indicators at different grains.• Lead critical projects to improve Global Outsourcing capacity planning team’s efficiency.• Participate in global customer service initiatives and project roll outs to cater to growing business needs. Lead automation and standardization projects within the Worldwide Capacity Planning organization.• Coordinate with internal and outsourcing network operation teams to meet business service levels.• Promote process improvement and standardization of processes across all sites in the network.We are open to hiring candidates to work out of one of the following locations:Bangalore, KA, IND | Hyderabad, TS, IND | Noida, UP, IND

BASIC QUALIFICATIONS

- 7+ years of working cross functionally with tech and non-tech teams experience- 3+ years of team management experience- Bachelor's degree- Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.- Experience defining program requirements and using data and metrics to determine improvements- Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment.- Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability.- Excellent communication skills both verbal and written ability to present detailed technical analysis, assumptions, and recommendations succinctly.

PREFERRED QUALIFICATIONS

- Experience managing, analyzing and communicating results to senior leadership- MBA- Knowledge of SQL- Experience working with supply chain planning or customer service planning function/ tools.- Lean-Six Sigma Black Belt

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