Senior Analyst (Workforce Management) , AWS Customer

Company's Benefits

Flexible Working Arrangements
Equal Pay Initiatives
Mentorship Program
Leadership Development Program
Paid Parental Leave
Return to Work Policy
Breastfeeding Rooms
Sponsorship Program
Raise Numbers Of Women In Leadership
Internal Women's Networking Group

Job Description

DESCRIPTION

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.

In this role, you will be responsible for building relationships with site operations teams and helping them execute on a staffing plan for the highly complex teams that provide support 24/7 within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key job responsibilities
Provide support in creating and communicating site and profile-level short-term capacity plans to proactively manage known or projected capacity risks, working across multiple functional teams to ensure risks to SLAs are mitigated.
Provide support in delivering and consistently review scheduling plans by Profile / site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.
Acts as link between the Capacity Planning team and the business to continually provide feedback on how to align our planning process to reality
Provide support in managing the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service level, shrinkage, utilization, etc.)
Partner across functional teams, (e.g. Site Ops, BI, Operational Excellence, Capacity Planning, etc.) to test and validate input assumptions used in the headcount planning process.
Provide support in delivering site and profile-level holiday scheduling and shrinkage plans.
Provide support in building a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding workforce management best practices.

A day in the life
A day in the life
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

About the team
AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.

We are open to hiring candidates to work out of one of the following locations:

Tokyo, JPN

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience defining program requirements and using data and metrics to determine improvements

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

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:
https://www.amazon.jobs/en/landing_pages/passivesmoking
就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。
https://www.amazon.jobs/jp/landing_pages/passivesmoking

The salary information can be provided individually prior to the 1st interview
賃金に関する条件は、１次面接の前に個別にご案内することができます

Senior Analyst (Workforce Management) , AWS Customer Service