Sr. Program Manager, Capacity Planning, AWS Support - Capacity Planning - Amazon

Description Amazon strives to be the world's most customer-centric company, where customers can research and purchase anything they might want online or offline. We set big goals and are looking for people who can help us reach and exceed them. Amazon Web Services (AWS) is one of the world's most comprehensive and broadly adopted cloud platform, offering over 165 fully featured services from data centers globally. Amazon Web Services, Inc. provides services for broad range of applications including compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), security, and application development, deployment, and management. AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services. The AWS Support organization is global with 17 locations around the world. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS. Senior Program Manager - Capacity is a role where we are looking for an exceptional 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 to join us as Program Manager. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. You are a leader with demonstrated ability to learn new capacity planning methodologies process mapping, process roll out and organization adherence to new processes. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of customer advocacy and influence without authority is important for this role. You will work in lock-step with multiple business teams, AWS Support Ops, Finance and Leadership. You will: Build and implement capacity plans for hiring and staffing across AWS Support that will allow organization to scale to customer demand in the coming years - Lead projects to define and align Operations support teams to deliver on capacity plan - Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency - Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans. - Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle. - Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers. - Monitor performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements. - Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations - Promote process improvement and standardization of processes across all operational sites in the network. Professional traits that is not unique to this position, but necessary for Amazon leaders: - Exhibits excellent judgment - Has relentlessly high standards - Thinks strategically, but stays on top of tactical execution - Expects and requires innovation of her/his team - Thinks big and has convictions - Is results oriented - Knowledge of or experience with spoken language understanding technologies a plus - Prior background working with operations for business-critical services, including estimating resource requirements, defining metrics, and driving improvements to operational processes - Knowledge of software development life cycle and SCRUM practices - Experience communicating with users, other technical teams, and management to collect requirements, evaluate alternatives, and develop processes and tools as needed to support the organization. - Excellent communication skills with stakeholders, peers and executives, and the ability to generate and communicate meaningful metrics representing end-user experiences for speech products and services - Comfortable working in a fast paced, highly collaborative, dynamic work environment About the team Inclusive Team Culture Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon's culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. Work/Life Balance Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. Mentorship & Career Growth Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future. Basic Qualifications - Experience using data and metrics to determine and drive improvements - 5+ years of program or project management experience - Experience owning program strategy, end to end delivery, and communicating results to senior leadership Preferred Qualifications - 2+ years of driving process improvements experience - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field - Workday Adaptive experience preferred Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.