Amazon strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience. Amazon continues to grow and evolve as a world-class e-commerce platform. Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company’s DNA. The world’s brightest technology minds come to Amazon to research and develop technology that improves the lives of shoppers and sellers around the world.

Amazon 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 of Forecasting, you will create and deliver contact forecasts that we will use to generate a cost effective and comprehensive global capacity planning solutions for our Customer Service (CS) network. The ideal candidate will possess a strong analytical background that enables her/him to analyze various sources of data, and standardize forecasting activities across their team. They will experience a wide range of problem solving situations, ranging from strategic to short-term decisions requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. 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 skills.

This person will be responsible for managing the team that develops short-term and long-term contact forecasts using various forecasting techniques across multiple Amazon markets. They will lead a team of analyst and managers spread across multiple countries, and will be responsible for their performance in ensuring low error contact forecasts to ensure service level delivery. Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow high performers. This will be a high visibility role and the candidate will interact with senior CS leadership on a regular basis to keep them updated on the drivers for forecast variance and participate in strategic long term planning initiatives.

This is a high impact role with goals that directly impacts the bottom line of the business. Accurate forecasts drive improvements in cost and quality of our customer service on a global scale.

BASIC QUALIFICATIONS

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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

Amazon Customer Service Jobs – Part-Time – Work From Home