Senior Product Manager, Worldwide Capacity Planning

The Amazon Customer Service (CS) organization seeks a Senior Product Manager to lead its Work Force Optimization Platform within the Worldwide Capacity Planning (WWCP) team. This role will optimize customer service capacity across Amazon's global operations. The platform processes planning inputs from finance, operations, and supply chain teams to forecast contacts, generate headcount plans and Customer Service Associate (CSA) schedules, analyze supply-demand gaps, and recommend strategies. It enables planners to make decisions in minutes instead of weeks, while providing real-time network monitoring and automated issue resolution.

The ideal candidate will leverage data-driven insights to enhance efficiency and customer satisfaction. They will collaborate with cross-functional teams to develop solutions for managing customer service resources effectively. The Senior Product Manager will be responsible for the platform's ongoing development and implementation.

Our team uses machine learning and forecasting technologies to improve supply-demand matching in workforce planning. We operate in a dynamic environment that encourages rapid innovation and deployment of scalable solutions to enhance Amazon's customer experience

Key job responsibilities

You will collaborate closely with engineering teams, UX researchers, designers, and program managers in an agile environment to bring products to market.

Your responsibilities will include exploring emerging technologies and their potential impact on Customer Support, advocating for beneficial adoptions.

You will define innovative, high-quality roadmaps aligned with Customer Service Technology strategy and vision.

You will craft detailed product requirements and user stories that inform product specifications and architecture for each new offering. These products will bolster Amazon's expanding business while elevating the standard for world-class customer service.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

About the team

Worldwide Capacity Planning 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 or equivalent

5+ years of product or program management, product marketing, business development or technology experience

Experience owning/driving roadmap strategy and definition

Experience with feature delivery and tradeoffs of a product

Experience as a product manager or owner

Preferred Qualifications

Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Experience in building and driving adoption of new tools

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