**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!
Apply Now
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!
Apply Now