COMPLETE Manager Global Command Center, World Wide Capacity Planning - Hyderabad

Job Description

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's Customer Service (CS) organization is seeking an experienced Program Manager to join the Worldwide Capacity Planning (WWCP) Team. The successful candidate will be a key member of the Global Command Center (GCC, part of WWCP team), which is responsible for managing real time activities for the entire CS Network. This role requires a high level of autonomy, high level of judgement during leading real time mitigation actions to protect customer experience and Customer Service Associates experience.


Key job responsibilities
- Set business objectives to deliver best system/process, product/feature with most efficient use of resources and clear and measurable success criteria to drive functional goals of standardization and efficiency gain by driving automation

- Lead a team of Real Time Analysts and Program Managers and have end to end responsibility of Real Time Management for the region. Ensure coverage, on time delivery, manage incidents impacting Customer service, work with capacity planners for interval level planning and skill management.

- Engage with stakeholders across multiple geographies and time zones

- Prepare/present business review documents to leadership through effective communication both verbally and in writing

- Drive new initiatives and metrics within GCC. Make data driven contributions to drive business strategies and deliver goals with measurable impact on customers/CSAs/cost

- Identify and evaluate potential risk in processes and determine appropriate corrective action with minimal direction from leadership

- Work with GCC leader in devising and executing GCC strategy in terms of vision, people, process and technology

- Actively participate in the recruitment efforts, work on people development and career planning initiatives within the team.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

Basic Qualifications:

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications:

- Experience managing, analyzing and communicating results to senior leadership
- MBA
- Experience in Process Improvement methodologies such as Lean or Six Sigma (Green Belt or Black Belt certification is a plus), or Project Management certification (PMP). Equivalent experience or other relevant certifications will also be considered.