Description Amazon Web Services (AWS) Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers across Commercial and Public Sectors. The AWS Global Services (GS) team, within SMGS, interacts with leading companies to build secure mission-critical applications on top of AWS services and believes that world-class support is critical to customer success. GS plays a central role in our customers’ transformative cloud journeys, deeply integrating people expertise and technology capabilities at scale to shape customers’ end-to-end experiences with AWS. Together, we are rapidly advancing the way customers experience and consume AWS. Across our key customer adoption success services - Training & Certification, Professional Services, Support Operations, Managed Services, and Security - our builders make an impact every day across millions of individuals and thousands of customers ranging from Start-ups to Enterprises. Together with AWS Partners, our work enables and accelerates customers, unlocks value, drives AWS adoption, and helps transform businesses and public sector organizations across the globe, and we are propelled by our pursuit to be a differentiator when customers are evaluating cloud providers. The impact Global Services has on customers is as diverse as it is significant, helping them upskill their workforce, and with landing, operating, modernizing, and transforming their workloads on AWS, with value-add partners and security embedded throughout. Sr. Capacity Planner is a newly created role where we are looking for an exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to learn new capacity planning methodologies process mapping, process roll out and organization adherence to new processes. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of customer advocacy and influence without authority is important for this role. Key job responsibilities The successful candidate will work in lock-step with multiple Global Services business teams, Business Ops, Finance and Leadership. They will: - Build and implement capacity plans for hiring and staffing across Global Services that will allow organization to scale to customer demand in the coming years - Lead projects to define and align Operations support teams to deliver on capacity plan - Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency - Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans. - Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle. - Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers. - Monitor performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements. - Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations - Promote process improvement and standardization of processes across all operational sites in the network. 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 - Knowledge of software development life cycle and SCRUM practices - Experience communicating with users, 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 - Comfortable working in a fast paced, highly collaborative, dynamic work environment About the team About AWS Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. About Sales, Marketing and Global Services (SMGS) AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. Basic Qualifications - Bachelor's degree or equivalent - Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc. - Experience defining, refining and implementing sales processes, procedures and policies or equivalent Preferred Qualifications - Experience using Salesforce (or other CRM tool) or BI tools - Experience presenting to senior leadership Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $120,500/year in our lowest geographic market up to $199,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.