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.

Basic Qualifications

• Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field
• 5+ years of experience as a forecasting analyst or related positions
• Experience with SQL and one or more of the statistical modeling languages/ toolboxes like R or Python
• Excellent communication skills (verbal and written) to share findings with executives
• Ability to work successfully in a dynamic, fast-paced environment

Preferred Qualifications

• MBA or Master’s degree in Mathematics, Statistics, Computer Science, Engineering or other business/analytical disciplines, with 2+ years of related work experience
• Experience in forecasting, time-series, and multivariate regression
• Combination of technical skills and business savvy to interface with all levels and disciplines across the organization

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 115,400.00 - 160,000.00 USD annually