Capacity Planning Analyst, Amazon Customer Service

Capacity Planning Analyst

Amazon is seeking a Capacity Planning Analyst to join our Amazon Customer Service - Worldwide Capacity Planning team, specifically supporting the Kuiper Global Business Operations team. As the company strives to be the world's most customer-centric organization, we need analytical minds who can help shape the future of online retail. This role combines strategic thinking with data-driven decision-making to influence customer service innovations. The ideal candidate will possess strong statistical knowledge and analytical capabilities to manage global network planning. They will collaborate with multiple stakeholders across Customer Service Operations, Global Outsourcing, Program Management, and Finance leadership. The role involves analyzing complex data sets, providing actionable recommendations, and solving both strategic and real-time business challenges. The ability to work across different geographies and handle complex situations is essential for success in this position. Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities :

• Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service.
• Cost and service optimization for customer service organization spread across 20+ countries worldwide.
• Manage short term staffing (4-6 weeks) and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies.
• Build short / long term operational plans for different global sites to optimize variable costs associated with staffing.
• Improve performance to plan by identifying, measuring and managing key metrics related to customer service.
• Capture the right metrics to influence stakeholders and measure success.
• Participate in global customer service initiatives and project roll outs to cater to growing business needs.
• Coordinate with internal and outsourcing network operation teams to meet business service levels.
• Promote process improvement and standardization of processes across all sites in the network.

A day in the life :

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary :