Experienced Remote Amazon Customer Service Leader - Forecasting and Team Management Expert

Introduction to Amazon and Our Mission

At Amazon, we strive 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 - we continue to grow and evolve as a world-class e-commerce platform. Our evolution from a website to an e-commerce partner to a development platform is driven by the spirit of innovation that is part of our 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.

About the Role

We are seeking a high-impact individual to join our team as a Senior Manager of Forecasting, leading our efforts in creating and delivering contact forecasts that drive cost-effective and comprehensive global capacity planning solutions for our Customer Service (CS) network. As a leader in our organization, you will be responsible for managing a team of analysts and managers spread across multiple countries, ensuring low error contact forecasts to deliver exceptional service levels. Your strong analytical background, superb business judgment, and track record of successful relationship management will enable you to make a significant impact in this role.

Key Responsibilities

• Develop and deliver short-term and long-term contact forecasts using various forecasting techniques across multiple Amazon markets
• Lead a team of analysts and managers, responsible for their performance and growth, and ensuring low error contact forecasts to deliver exceptional service levels
• 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
• Manage team to meet tight deadlines and prioritize workloads, ensuring accurate forecasts that drive improvements in cost and quality of our customer service on a global scale
• Analyze various sources of data, standardize forecasting activities across the team, and experience a wide range of problem-solving situations, from strategic to short-term decisions requiring data collection and analysis

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business, Mathematics, Operations Research, Engineering, or a related field
• 10 years of experience in Forecasting/Planning, with a strong analytical background and superb business judgment
• Experience managing a team of analytic professionals, including hiring, development, and performance management
• Experience with SQL, statistical analysis, and data visualization tools, with excellent communication skills to share findings in an understandable and actionable manner
• Ability to lead successfully in a dynamic, fast-paced environment, with strong attention to detail and exceptional organizational skills

Preferred Qualifications

While not required, the following qualifications are preferred:

• 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, with a 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., with excellent interpersonal, written, and oral communication skills
• Natural curiosity and desire to learn, with a passion for customer experience and a global mindset

Skills and Competencies

To succeed in this role, you will need to possess:

• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop actionable insights
• Excellent communication and interpersonal skills, with the ability to lead and manage a team of analysts and managers
• Strong business judgment and acumen, with the ability to make strategic decisions that drive business results
• Ability to work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills
• Passion for customer experience, with a global mindset and the ability to think and act globally

Career Growth Opportunities and Learning Benefits

At Amazon, we are committed to the growth and development of our employees. As a Senior Manager of Forecasting, you will have the opportunity to:

• Develop your leadership and management skills, with the opportunity to lead and manage a team of analysts and managers
• Expand your analytical and problem-solving skills, with the opportunity to work with complex data sets and develop actionable insights
• Grow your business acumen and judgment, with the opportunity to make strategic decisions that drive business results
• Develop your communication and interpersonal skills, with the opportunity to interact with senior CS leadership and other stakeholders
• Stay up-to-date with the latest technologies and trends, with the opportunity to work with AWS technologies and other innovative tools

Work Environment and Company Culture

At Amazon, we are proud of our unique and dynamic work environment. As a Senior Manager of Forecasting, you will be part of a team that is:

• Customer-obsessed, with a focus on delivering exceptional customer experiences
• Ownership-driven, with a focus on taking ownership and accountability for our actions and decisions
• Inventive and pioneering, with a focus on innovation and experimentation
• Frugal and efficient, with a focus on simplicity and cost-effectiveness
• Are right, a lot, with a focus on making good decisions and taking calculated risks
• Learn and be curious, with a focus on continuous learning and development
• Hire and develop the best, with a focus on attracting and retaining top talent
• Insist on the highest standards, with a focus on delivering high-quality results and exceeding expectations

Compensation, Perks, and Benefits

At Amazon, we offer a competitive compensation package, including:

• A competitive salary, with opportunities for bonuses and stock options
• Comprehensive benefits, including health, dental, and vision insurance, as well as a 401(k) plan and other retirement savings options
• Opportunities for career growth and development, with a focus on continuous learning and development
• A dynamic and supportive work environment, with a focus on collaboration and teamwork
• Access to the latest technologies and tools, with opportunities to work with innovative and cutting-edge technologies

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Senior Manager of Forecasting at Amazon, you will have the chance to make a significant impact on our business, while developing your skills and career in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now!