Sr. Forecasting Manager, Amazon Customer Service

We are looking for an experienced professional with excellent analytical skills and strong business acumen to join Network Solutions Forecasting team. Network Solutions organization owns the end-to-end workforce planning and execution of Amazon's customer service network. Our forecasting, labor planning, scheduling, and real-time management solutions are responsible for the millions of daily decisions needed to provide efficient and frustration-free support to our customers around the world.

This is a high impact role with goals that directly impacts the bottom line of the business. Accurate forecasts drive improvements in cost and quality of our customer service on a global scale.

This role requires a delicate balance in delivering models that are statistically grounded but also explainable operationally - business leaders must be able to understand what variables impact forecast variance and how they should respond tactically. This is a high visibility role with heavy interaction with senior leadership. Analytical ingenuity and leadership, coupled with demonstrated cross-functional partnership, are critical skills for this role.

The ideal candidate has an accomplished professional background with demonstrated proficiency in advanced mathematics and/or statistics. They are comfortable creating strategic recommendations in a thoughtful yet concise manner, and obtaining organizational "buy-in" at senior levels. They are well-organized, can manage multiple analyses/projects simultaneously, and are intellectually curious.

Key job responsibilities

• Responsible for modeling forecasting problems, discovering insights and identifying opportunities through the use of statistical, machine learning, algorithmic, data mining and visualization techniques.
• Collaborate effectively with internal stakeholders and cross-functional teams to analyze forecast variances, understand and mitigate variance drivers, identify opportunities to improve operational efficiencies, and deliver successfully against high organizational standards.
• You should be able to apply a breadth of tools, data sources and analytical techniques to answer a wide range of high-impact business questions and present the insights in concise and effective manner.
• You should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical audiences.

About the team

Network Solutions optimizes capacity across operations sites that help minimize customer wait time and route customers to the associate who can best resolve their issue, on the first contact. We build forecasting models and optimization tools that help predict the hourly capacity requirement, including when there are new device or game launches, or when there is a special event, such as Prime Day.