Description

Amazon's World Wide Capacity Planning team is seeking a highly skilled and motivated individual to raise the customer service bar. Our teams' objective is to manage all incoming contact volumes and associate capacity at our customer service centers worldwide.

An ideal candidate has a background in customer service, Workflow Management and excellent program management skills. He/she has the ability to drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a fast pacing environment.

Job Responsibilities

• Working on the different functional areas within Global Command Center.

• Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines. This would involve working with learn various tools which are used to obtain information required by the various stakeholders and team owners in question.

• Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes.

• Suggesting changes for improvement of processes and amending SOPs once these are approved

• Project Management: Identifying requirements and working with Software teams to improve tools and suggest automation possibilities

• Identifying recurring instances of exceptions and taking actions to eliminate the root causes

• Working on trend analysis to help with scheduling

• Generating metrics and analyzing these to identify problem areas and suggest improvements

• Assisting in training new hires

Key job responsibilities

• Demonstrate ability to work in a team and assist team members on complex issues

• Ability to communicate findings and concepts to Senior Leadership

• Basic to moderate dive deep, data interpretation, logical reasoning and analytical skill set

• Ability to manage ambiguous situation and projects

• Enjoys driving projects and initiatives forward, finds a way to get to “yes”

• Experience working with a high-growth, fast paced company

• Coach and build team taking real time actions for the assigned network. Manages risk by leading mitigation steps during high severity incidents.

• Improves project and process efficiency. Optimizes cross-team processes that improve team efficacy and delivery.

• Able to create a plan, communicate requirements, negotiate priorities, and quantify what success looks like. Drives detailed discussions and high-level alignment

Additional Information:

• The role requires a dynamic individual who can, manage high-severity incidents, and improve operational processes.

• The candidate must be able to work in a fast-paced, global environment, interacting with stakeholders from various regions.

• Strong problem-solving skills, innovative thinking, and the ability to drive strategic initiatives are crucial for success in this role.

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. Information for individuals with disabilities who would like to request an accommodation;

(EN) https://www.amazon.jobs/en/disability/jp

Basic Qualifications

• Fluent in speaking, writing, and reading in Japanese , Chinese and English

• 4+ years of operations and project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Experience defining program requirements and using data and metrics to determine improvements

• Proficient in MS Excel, SQL and working on databases

• Bachelor’s degree with good academic record.

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• SQL, VBA or any other programming language

• Flexibility to work in a 24x7 environment