Workflow Analyst I, CXQO

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Amazon Physical Stores is more start-up than big-company a group of entrepreneurial perceptive and creative leaders with innovation at our core. We're pushing the state of the art in helping customers shop in engaging fast and safe ways. To date we've created stores that let you use an app to enter take what you want and exit the store. Our checkout-free shopping experience is made possible by our Just Walk Out Technology which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When you're done shopping you can just leave the store. Shortly after we'll charge your Amazon account and send you a receipt. Designed and custom-built by Amazonians our Just Walk Out Technology uses a variety of technologies including computer vision sensor fusion and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earth's most customer centric company and we are just getting started. We need people who want to join an innovative program that continues to push the state of the art in computer vision machine learning distributed systems and hardware design.

We are looking for a Workforce Capacity Planning (CP) Analyst who is passionate about customer experience, thinks and acts globally, is a strong communicator and networker to build successful working relationships across CXQO network and has the edge to drive industry standard innovations. The ideal candidate will need to possess a strong schedule optimization background that enables them to manage quantitative planning to achieve productivity goals for the network, possess an analytical background that enables them to manage network planning experience a wide range of problem solving situations which are strategic to real-time to identify opportunities for improvement and is able to extensively use data collection for further analysis. The Workforce CP Analyst is responsible to share guidance on real-time staffing adjustments work with sites on special events planning build processes to manage contingency real-time business domain blending to help business meet their service levels; they aid as a resource advisor and are a close working partner with Operations and other functional support teams. The successful candidate will also need to be an analytical problem solver who is comfortable in a fast-paced, multi-tasking, high-energy environment. This role requires candidates to be flexible to working in Night shifts and rotational week-offs. Please note: this team is not customer-facing.

• Key job responsibilities
• •Generate forecast plan capacity for multiple network sites successfully manage short term staffing of the sites (4 to 6 weeks) work closely with long-term planning program Ops and multiple stakeholders and come up with right input and exception mechanisms on factors affecting forecast • Create and accurately maintain CXQO associate shift schedules ensuring that shifts are optimally planned to meet the short term forecast requirements and SLs (Service Levels) • Build short/long term operational plans for network sites to optimize variable costs associated with staffing • Creates intra-day daily weekly plan for business to meet the forecasted numbers and required productivity • Setup feedback mechanism to share overall capacity planning processes improvements and drive better planning accuracy for future • Performs dive deep on daily weekly and monthly site/network performance to provide feedback to Operations and other program management stakeholders to help sites meet their efficiency goals • Monitor actual staffing levels against plan and take corrective actions to flex-up or flex down as required like OT (Over Time) calls cross skill support shrinkage shift changes to improve service levels • Effectively plan and monitor associate adherence to the assigned schedules & plan non-productive activities • Maintain CXQO associate matrix for each site based on its hours of operation seating and transportation plan • Participate in initiatives to cater to growing business needs • Connect and network with stake-holders including but not limited to operations program management training GREF teams • Supports Capacity Planning leadership by maintaining accurate records of planned and required headcount in each of business groups/marketplace on a weekly basis • Communicate and maintain vision, Leadership Principles, and culture with the team • Written and verbal communication up to operations level

• About the team
• Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic qualifications

• - Bachelor's degree or equivalent
• - Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
• - Experience demonstrating problem solving and root cause analysis
• - Experience defining requirements and using data and metrics to draw business insights
• - Experience with SQL or ETL
• - Experience working and communicating with multiple stakeholders, C-level executives and cross-functional teams

Preferred qualifications

• - Experience with strong project management skills and the ability to thrive in a fast-paced environment
• - Experience running an effective operational excellence program
• - 5+ years of engineering team management in a fast-paced operations environment experience
• - Experience in inter-team working skills to develop partnership with partner, tech team and operating at leadership levels

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.