Experienced Full Stack Forecasting Manager – Global Customer Service Capacity Planning

About Us

At Amazon, we're on a mission to be the Earth's most customer-centric company, where people can find and discover virtually anything they want to buy online. Our journey from a simple website to a world-class e-commerce platform has been driven by a spirit of innovation that's part of our DNA. We're a company that's passionate about customer experience, and we're constantly looking for talented individuals who share our vision.

Job Summary

We're seeking an experienced Full Stack Forecasting Manager to join our team and lead our global customer service capacity planning efforts. As a key member of our forecasting team, you'll be responsible for creating and delivering contact forecasts that will help us generate cost-effective and comprehensive global capacity planning solutions for our Customer Service (CS) network. If you're a seasoned leader with a strong analytical background, excellent business judgment, and a passion for customer experience, we want to hear from you.

About the Role

As our Sr. Manager of Forecasting, you'll be responsible for managing a team of analysts and managers spread across multiple countries, ensuring low error contact forecasts to deliver exceptional service levels. You'll lead a high-performing team, develop short-term and long-term contact forecasts using various forecasting techniques, and interact with senior CS leadership to keep them updated on forecast variance drivers and participate in strategic long-term planning initiatives.

Key Responsibilities:

• Develop and implement global capacity planning solutions for our Customer Service (CS) network
• Create and deliver contact forecasts that drive improvements in cost and quality of our customer service on a global scale
• Lead a team of analysts and managers spread across multiple countries, ensuring low error contact forecasts to deliver exceptional service levels
• Develop and manage short-term and long-term contact forecasts using various forecasting techniques across multiple Amazon markets
• Interact with senior CS leadership to keep them updated on forecast variance drivers and participate in strategic long-term planning initiatives
• Manage team performance, including hiring, development, and performance management
• Develop and maintain strong relationships with cross-functional teams, including sales, marketing, and operations
• Stay up-to-date with industry trends and best practices in forecasting and capacity planning

Requirements

BASIC QUALIFICATIONS

• Bachelor's degree in Business, Mathematics, Operations Research, Engineering, or a related field
• 10+ years of experience in Forecasting/Planning
• Experience managing a team of analytic professionals, including hiring, development, and performance management
• Experience with SQL, statistical analysis, and data visualization tools
• Excellent communication skills to share findings in an understandable and actionable manner
• Ability to lead successfully in a dynamic, fast-paced environment
• Ability to manage team to meet tight deadlines and prioritize workloads

PREFERRED QUALIFICATIONS

• MBA or Master's degree in Mathematics, Statistics, Computer Science, Engineering, or other business/analytical disciplines, with 10+ years of related work experience
• Experience in forecasting, time-series, and multivariate regression
• Combination of technical skills and business savvy to interface with all levels and disciplines across the organization
• Proven track record of dealing well with ambiguity, prioritizing needs, and delivering results in a dynamic environment
• Experience using AWS technologies such as Redshift, S3, etc.
• Excellent interpersonal, written, and oral communication skills
• Natural curiosity and desire to learn

About Our Team

Our team is passionate about customer experience and is dedicated to delivering exceptional results. We're a collaborative and dynamic team that values innovation, creativity, and continuous learning. If you're a motivated and results-driven individual who is passionate about customer experience, we want to hear from you.

What We Offer

We offer a competitive compensation package, including a salary, bonus, and stock options. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. Our team is passionate about professional development and offers opportunities for growth and learning, including training, mentorship, and career advancement.

How to Apply

If you're a motivated and results-driven individual who is passionate about customer experience, we want to hear from you. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!