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Amazon is a global leader in e-commerce and technology, continuously evolving to provide the best customer experience on Earth. From low prices to vast selection and convenience, Amazon’s commitment to innovation powers the most dynamic marketplace in the world. We are looking for a dynamic leader to help drive our Customer Service (CS) operations forward.
Job Overview: Amazon is seeking a results-driven, Sr. Manager of Forecasting to lead a team responsible for creating and delivering accurate contact forecasts. These forecasts are crucial for generating cost-effective and scalable global capacity planning solutions for our Customer Service network. The ideal candidate will have a strong analytical background and be adept at using data to influence business decisions. This leadership role will interact with senior leaders and drive improvements in cost and service quality across Amazon’s global customer service operations.
Key Responsibilities:
- Forecasting Leadership: Create and deliver short-term and long-term contact forecasts to support global capacity planning and customer service strategies.
- Team Management: Lead and manage a team of analysts and managers across multiple countries, ensuring high-quality, low-error forecasts that support operational excellence.
- Data Analysis: Analyze multiple data sources, applying forecasting techniques to produce accurate predictions and strategic insights.
- Strategic Input: Work closely with senior leadership to update them on forecast variances and contribute to long-term strategic planning initiatives.
- Cross-Functional Collaboration: Partner with key internal stakeholders to ensure that forecasting processes are aligned with broader business objectives.
- Continuous Improvement: Drive the enhancement of forecasting models and processes, leveraging the latest tools and technologies for data analysis and visualization.
Basic Qualifications:
- Bachelor’s degree in Business, Mathematics, Operations Research, Engineering, or related field.
- 10+ years of experience in Forecasting/Planning, with a proven track record of developing and managing forecasting models.
- Strong leadership experience, including managing a team of analytic professionals (hiring, performance management, and development).
- Proficiency with SQL, statistical analysis, and data visualization tools.
- Exceptional organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.
- Excellent communication skills to present complex data findings clearly and make actionable recommendations.
- Proven ability to thrive in a fast-paced, high-demand environment and manage tight deadlines.
Preferred Qualifications:
- MBA or Master’s degree in Mathematics, Statistics, Computer Science, Engineering, or a related business/analytical discipline.
- Extensive experience with forecasting methodologies such as time-series analysis and multivariate regression.
- Strong technical skills with experience in AWS technologies such as Redshift, S3, and other cloud-based tools.
- Demonstrated ability to manage ambiguity, prioritize competing needs, and deliver results in a rapidly changing environment.
- Ability to collaborate effectively across diverse teams and levels of an organization.
- Natural curiosity, with a passion for learning and staying current with industry trends.
Why Amazon?
- Global Impact: Your work will directly impact the bottom line, improving cost and quality across our global customer service operations.
- Innovation: Join a team committed to innovation, solving complex problems, and making a difference for millions of customers.
- Growth Opportunities: Amazon fosters a culture of continuous learning and development, offering opportunities to advance your career and build new skills.
Amazon is an equal opportunity employer. We are committed to diversity and inclusion in the workplace.
If you are a highly motivated, results-oriented professional with a passion for forecasting and customer service excellence, we encourage you to apply!