Senior Headcount Capacity Planner

3+ months agoSeattle, WA


Amazon's Customer Service team is looking for an exceptional senior analyst who is passionate about the customer experience, who thinks/acts globally, and who will contribute to major innovations in customer service to join us as Senior Headcount Planner, Customer Service Capacity Planning. The ideal candidate will possess both - an optimization background that enables them to manage quantitative planning, and a demonstrated ability to think broadly and strategically about customer service initiatives such as new product and project roll-outs on a global basis. The successful candidate will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize headcount planning and hiring decisions.

The successful candidate will partner with Customer Service Operations, Global Outsourcing, HR/Recruiting, and Finance leadership. He/She will:
• Create optimized headcount and hiring plans for Amazon's Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions
• Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools
• Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on a global basis. The successful candidate will design optimal CS capacity solutions for upcoming initiatives
• Coordinate with Operations, Global Outsourcing, HR/Recruiting and Finance teams to analyze historical data and forecast demand
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
• Support local site management teams to optimize staffing requirements
• Lead global process standardization initiatives
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders


• Degree in mathematics, statistics, computer science, engineering, economics or related field
• Experience translating roadmaps and key performance indicators as well as recommendations to senior leaders
• 3+ years of direct experience in Capacity Planning or Labor Modeling
• 3+ years of direct experience in quantitative research or analyses
• 3+ years in program/project management
• Experience working with SPSS or other statistical software packages
• Experience utilizing SQL
• Advanced Excel and Access skills


• Analysis experience in Customer Service or Operations preferred
• Operations Research or Capacity Planning experience strongly preferred
• Some programming experience is a plus to automate tools whenever appropriate
• Database Administration skills
• Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
• Excellent speaking-listening-writing skills, attention to detail, proactive self-starter
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Ability to develop new ideas and creative solutions
• Exceptional influencing and leadership skills

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, visit .

Job ID: Amazon-1458832