Program Mgr, Supply Planning

Job Description

Job summaryAre you excited and passionate about delivering advanced analytics that directly influence the Alexa user experience Do you see yourself as a champion of innovating on behalf of the customer by turning data insights into action Come join Alexa Data Services team as Program Manager in Capacity planning function.Alexa and Echo are literally shaping the future of voice recognition and cloud-based content/services. Alexa is the name of the Amazon cloud service and the brain that powers Echo. Alexa is the deep learning engine that answers questions, plays music, reads the news and more instantly. Our goal is to deliver the absolute perfect communication experience to our customers. Alexa Data Services team enables Alexa deep learning by providing Ground-Truth data to the Alexa engine.This role is a high-vis role within Alexa Data Services team that is responsible for understanding the business needs and build the best capacity plan across different supply channels to deliver on the business requirements. You will also design targeted programs focused on Alexa Data Services delivery plan that supports our Machine learning teams to deliver to end Alexa user. What is that you will do in this role You will be responsible to lead, own, build, and maintain the demand plan, headcount plan, and staffing plan that delivers to customer (Alexa Modelling) teams that is optimal to meet the service levels as well as optimize on cost of operations. This role would include partnering with business teams across the Alexa organization for understanding requirements, defining internal programs that allow to make business tradeoffs, optimize the volume requirements through DSI (Downstream impact), and partnering with technology teams to make this self-service over next 3 years. You will not only build demand vs supply delivery model vision but also the vision to integrate it upstream for modelling teams. We are seeking an organized, action-oriented, and experienced leader with a strong track record of taking on end-to-end ownership and delivering on large scale solutions in a fast-paced and dynamic business environment.Key job responsibilitiesYou will be a creative problem solver who is obsessed with delivering the best customer experience, as well as, a highly analytical, team-oriented individual with excellent communication skills. You will work with finance, operations, business teams, and our internal support functions to build the best capacity plan for Alexa data services. You will work with the capacity planning team to keep multiple projects on task, track and achieve operational goals, and plan team activities. You will be a face and voice for headcount planning team and ensure all stakeholders are aware of successes, risks, and status. You will tailor your communications to specific audiences and communicate clearly and concisely to both business and technical audiences.Key Responsibilities include:Lead and drive the strategic direction of capacity planning (long-term and short-term), staff solutions strategy, and geographic diversification.Responsible for ongoing and timely short term and long term demand and headcount plan, including rolling plan with business grain, variance analysis, business adjustments, and KPIs, and on-time delivery into 3-year plan.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.Leading demand planners, headcount planners, short term planners, and metrics management for worldwide data delivery network for Amazon data services.Key Influencer/Business Owner for capacity planning, and workforce management decision support systems capabilities. Provides input and thought leadership on new tool capabilities and enhancements.Manage optimal headcount staffing and scheduling for a headcount that runs to thousands supporting multiple business and geographies.Improve performance to plan by identifying, measuring and managing key metrics related to the delivery model. Also, lead critical projects to improve planning and HC forecasting efficiency for global operations.Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations. Promote process improvement and standardization of processes across all sites in the network.Proactively identify and resolve strategic issues that may impair the team s ability to meet strategic, financial, and technical goalsAnalyze drivers of significant forecast misses to continuously improve forecasting.Professional traits that are not unique to this position, but necessary for Amazon leaders:Exhibits excellent judgment, Has relentlessly high standards (is never satisfied with the status quo), Is able to dive deep and is never out of touch with the details of the business or the technology, Is strongly oriented towards results, Thinks big.Collaborate with stakeholders in multiple business and technical teams to define and deliver on agreed upon milestones. Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffsAmbiguity: High degree of uncertainty in both problem definition and solution approach. Delivers with complete independence.Key Traits:Scope of Influence: Ability to build consensus on data, metrics, and analysis to drive business and system strategy. Influences Director/VP and ERC/HR community. Significant role developing others.Technical Complexity: High degree of difficulty and rigor involved in the analysis, modelling, system design, and development of work force solutions. Ability to handle complexity when problems involve multiple systems, teams, or processes. Ability to identify and implement robust, efficient, scalable solutions.Impact: Delivers artifacts that drive decision making on critical staffing levels, service levels, and expenses.Execution: Initiates the design, development, and implementation of analysis projects that optimize staffing, scheduling, shifts. Applies analytical principles/concepts to problems. Makes informed trade-offs to deliver results.Knowledge: Knowledge of contact/call center domains. Skillset to apply analytical principles, tools, and techniques.,
• 3+ years experience in program or project management
• Experience defining program requirements and using data and metrics to determine improvements
• 3+ years experience working cross functionally with tech and non-tech teams
A masters degree in an management from Tier 1 B Schools (IIM/ISB) with 2+ years of experience, or a bachelor degree with 4+ years of experience in data analytics or related field Proficient in Microsoft Excel for data analysis and reporting. Experience in implementing large scale processes to improve efficiency of operations Experience in implementing organization wide processes to improve efficiency of operations Advance Degree (MS/MBA) in the field of operations or strategy Demonstrated ability to set up processes to scale up operations in a fast paced organization 2+ years of experience in working with global teams with stakeholders in multiple countries Ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm Professional traits that is not unique to this position, but necessary for Amazon leaders:
• Exhibits excellent judgment
• Has relentlessly high standards
• Thinks strategically, but stays on top of tactical execution
• Expects and requires innovation of her/his team
• Thinks big and has convictions
• Is results oriented
• Knowledge of or experience with spoken language understanding technologies a plus
• Prior background working with operations for business-critical services, including estimating resource requirements, defining metrics, and driving improvements to operational processes
• Experience communicating with senior leaders, other technical teams, and management to collect requirements, evaluate alternatives, and develop processes and tools as needed to support the organization.
• Excellent communication skills with stakeholders, peers and executives, and the ability to generate and communicate meaningful metrics representing end-user experiences for speech products and services

Keyskills :
data servicessystem designdata analysismachine learningglobal teams