11 days old

Senior Program Manager - Capacity Planning

Seattle, WA 98104
  • Jobs Rated


Job summary
Are you passionate about improving the customer experience? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating projects across teams and countries sound exciting to you? If so, the Concessions Abuse Prevention (CAP) team is looking for a Senior Program Manager, Capacity Planning. This role will be responsible for building the long-term capacity strategy and plan for CAP. The role will also be responsible to build and lead efficiency programs, provide business intelligence and insights regarding network efficacy, operational planning, risks and opportunities. The role will partner with teams across Operations, Finance, Capacity Planning, program and product owners, etc. to design and develop strategic frameworks that enable insightful analysis of the business to key stakeholders across the entire CAP organization. CAP is a team within the broader Customer Service (CS) organization focused on minimizing the abuse of Amazon€™s return policies and ensuring a great customer experience.

The candidate for this position will possess deep knowledge of capacity planning processes and expertise in designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of business and operations across the organization. The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence. The role drives programs critical to the overall success of the organization and will get exposure to senior leadership across the Shipping and Delivery Support (SDS) organization and within the broader CS organization in which we sit.

In this role, you will collaborate with numerous business, product, tech, and data science teams both inside and outside SDS to identify, define and specify solutions. You will build collaborative relationships with the business teams, working closely to create and execute a program roadmap. You will prepare and provide regular program updates to senior management. You will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. As a disruptive leader you will stimulate and pioneer innovation and be an active voice and member of the CAP and Secure Delivery leadership team.

The ideal candidate for this role will:

  • Have a passion to optimize and solve for the ideal customer experience
  • Be able to define the objective function, resource their own team appropriately and optimize where work flows
  • Identify and analyze data to isolate issues, develop solutions and prioritize opportunities
  • Have a passion for continuously improving customer (internal and external) and the employee experience
  • Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
  • Be a problem solver who always thinks about what to do next
  • Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment.
  • Provide direction to the team to execute and ensure mechanisms are implemented to track progress
  • Remain flexible to changing priorities, open to new ideas and have selling partner quality as the top focus
  • Be a visible and vocal role model across the wider business for Amazon€™s customer-centric culture, using data and technology to anticipate issues and build solutions to exceed customer expectations


  • 5+ years of experience in program or project management
  • Experience using data and metrics to drive improvements
  • Experience owning program strategy, end to end delivery, and communicating results to senior leadership

  • Bachelor's Degree
  • Experience defining program requirements and using data and metrics to determine improvements
  • 3+ years of experience working in capacity planning or related functions
  • 5+ years of experience delivering cross functional projects
  • 5+ years of experience in program or project management


  • MBA.
  • Excellent written, presentation and verbal communication skills.
  • Experience working in Customer Service or Retail Business operations.
  • Experience with machine learning based tools.
  • Experience leading cross-org discussions and working with a matrixed team of stakeholders to achieve common goal.

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.


Jobs Rated Reports for Computer Programmer

Posted: 2022-05-13 Expires: 2022-06-12

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Senior Program Manager - Capacity Planning

Seattle, WA 98104

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Computer Programmer
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