Location
Bangalore | India
Job description
Account Integrity team (AIT) is engaged in driving exceptionally complex and fast decision making that enables detection and stopping bad actors from committing fraud or abuse on the Amazon platform. As bad actor behavior is evolving so are we and to do that AIT needs to effectively staff itself 24-by-7 for a 365 day workforce environment worldwide.
To deliver on this the Account Integrity Team is looking for a talented Capacity planning and workforce manager to lead one of our major business units in planning and operational execution. This leader will take ownership of our long term and real time planning and execution for global staffing covering 2 sites and 4 workstreams, drive the improvements to our process and tools, implement automation to improve our accuracy and speed. The computation of capacity across all the four production sites defines the committed work that will be done by the headcount that the capacity planning analyst had planned for. This involves the curation of data across workforce management, operations and recruiting teams that provide insights into work that can be achieved. This is a critical exercise for planning across the entire function that influences the next steps for operations, product and machine learning teams.
To do this we are looking for a blend of program, analytical, and communication skills. This position requires a solution-oriented candidate with a combination of deep business acumen, capacity planning, statistical best practices, and an analytical mindset to enable tactical workflow planning and proactive responses to service level challenges. The candidate must have the ability to work with diverse stakeholder groups such as operations, machine learning and product teams to drive insights on human and machine learning capacity, return on investment for headcount etc.
Key job responsibilities
• Develop headcount and capacity plans
• Build a real time monitoring, alarm systems for SLA misses and development of a process to mitigate root cause of SLA misses
• Create best capacity plan and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness.
• Mitigate capacity risks by managing dependencies across multiple operating units and sites.
• Support local site management and workflow teams to optimize staffing requirements. Incorporate planning and staffing tools into AIT by integrating industrial tools with AIT specific requirements.
• Drives complex projects (~5 per year) that improve efficiencies in capacity planning/HC planning and drive process changes to meet new product and market demands.
• Analyze drivers of significant forecast misses to continuously improve forecasting. Works with stakeholders to develop mechanisms to continuously audit inputs basis deviations of plan versus actuals. Uses these facts and findings to represent her/his/their function globally.
• Manage operational planning process – 3 quarterly and 2 annual. Responsible for generation of long-term staffing plans by site, level and job type. The role will build a risk and opportunities document to be reviewed by the org Director and their directs in each planning cycle.
• Own the monthly headcount deviation reporting to Finance along with key drivers to misses along with path to green for variable and fixed headcount deviations to plan.
• Documentation: Amazon is a document driven company and we do not do presentations. The candidate will be required to write documents and plans to build a narrative for funding requirements. He/she will be expected to write documents for their projects, business reviews and drive decision making in the process.
A day in the life
1. Work individually on current gaps in capacity and headcount for the responsible functions and work with stakeholders to mitigate them
2. Work on excel or similar tools to analyze patters in forecast, gaps in headcount measurement
3. Conduct and be present in critical meetings to drive stakeholders for delivering capacity solutions
4. Develop and execute a project roadmap items on a day to day basis
5. Create hiring and reallocation plans for Headcount in Account Integrity
6. Manage daily service levels and manage path to green for mitigating deficit to plan
7. Own work allocation of different teams across AIT variable HC
8. work with US and Costa Rica team members and across different TZs (expected to work from mid afternoon to night time IST.
About the team
This is a new role that will support AIT in 2024 and beyond. The incumbent will support teams in 3 geographical locations – US, IN and Costa Rica that work in operational and project work to detect bad actor behavior and prevent them from harming Amazon. There are 4 different workstreams – Risk Mining that detects unique patterns of bad actor behaviour and mitigates them, ML Ops for false positive audits to support all of BRP, Appeals workstream that responds to customer inquiries and Proactive prevention that deals with unique cases of impersonation scams. All these teams will be supported by this role.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience making business recommendations and influencing stakeholders
- Experience with Excel
- Bachelor's degree in supply chain management, operations, engineering, analytics or related field
- Master's degree in business or analytical discipline
- Demonstrated knowledge of Six Sigma tools and Lean techniques
- Certified Project Management Professional (PMP)
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