Sr Manager, WW Capacity Planning - APS-70

Sr Manager, WW Capacity Planning - APS-70

15 Jan

15 Jan



- Undergrad in science/technical/math/engineering
- 10+ Years of work experience – Consulting or Planning or Operations Management
- With at least 2+ years in managing 30+ member teams
- Strong people management experience in managing employees from Top Tier Schools
- Manager stakeholders spread across multiple geographies. is looking for a leader who is passionate about Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations in the industry. As our Sr. Manager World Wide Capacity Planning (Customer Service), you will be lead Global Command Center and be the site lead for WWCP Center of Excellence (CoE) based at Hyderabad.

Global Command Center (GCC)

manages real time activities for the entire CS Network. This role will lead the team of 60+ real time analysts and address the real-time issues to ensure consistent customer experience and deliver key metrics. The person would set the long-term vision for GCC program, break it down to smaller sized projects to standardize the underlying processes and finally get them automated through a dedicated team of SDEs. This role requires a high level of autonomy, creating standard processes, having a high bar on flawless execution, and independently managing a diverse set of senior stakeholders across Amazon.

As the site lead for WWCP-CoE HYD, you will be mentoring the CoE team and building the organization to serve the long term needs of the capacity planning organization globally. You will lead a multifunctional team of top notch planners covering the end-to-end process flow in customer support and spans multiple regions world-wide.

The ideal candidate will possess exceptional strategic thinking along with great people management and stakeholder management experience to navigate strategic decisions through a matrixed organization. The candidate will be required to think broadly about customer service initiatives and how GCC and WWCP fit into those initiatives. He/she will ensure high motivation in members of the CoE working towards achieving strategic business goals. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience leading high performance teams. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational management skills.

He / she will

- Provide thought leadership in building the eco-system which helps build next generation of planning talent pipeline – develop sourcing strategy for onboarding world class talent, conceptualizing training calendar for mentoring and grooming talent.
- Own standardization effort in GCC and push automation of standard process to achieve higher efficiency and nimbleness in processes.

In additional as bandwidth permits, the candidate should be able to take on global strategic projects, participate in wider customer service projects and initiatives or project roll-outs on a global basis.

- Identify improvements in the supply and delivery of Capacity planning KPI’s and Metrics.
- Ability to meet tight deadlines, prioritize workloads, develop new ideas and creative solutions to very ambiguous problems.
- Driving Standard work, strong program management skills and lean experience strongly preferred
- People with international experience preferred
- Experience of automating processes and integrating associated systems.
- Ability to set high bar goals for the team and guide them towards achieving the same.
- People with international experience preferred
- Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.
- Proven and credible stakeholder management skills

The original job offer can be found in Kit Job:

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