Senior Capacity Intelligence Analyst, Network Strategy & Performance
Amazon Music- Posted 4 hours ago
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Job Description
Description
As Senior Capacity Intelligence Analyst, you will own end-to-end network planning for Amazon's Customer Service network, including outsourced (Global Outsourcing) sites. You will work at the intersection of data, strategy, and operations - translating complex demand signals into accurate staffing plans that protect customer experience while delivering cost efficiency.
You will operate independently, managing ambiguity with rigor and judgment. You will partner closely with CS Operations, Global Outsourcing (GO) Vendor Management, CS Finance, Service Delivery, and Planning Intelligence teams. You will present your analysis and recommendations independently to senior stakeholders (Directors), influence planning decisions through well-reasoned, data-backed arguments, and contribute to the team's AI-driven transformation agenda.
This role participates in weekly, monthly, and quarterly business reviews and directly influences outsourcing and staffing decisions across the CS network.
Core Competencies
- AI Fluency: Acts as an AI catalyst for peers. Designs automation solutions that free bandwidth at team scale. Shapes the team's AI learning agenda. Demonstrates measurable productivity improvement driven by AI adoption.
- Critical Thinking: Reframes ambiguous problems into actionable frameworks. Anticipates second-order effects. Influences leaders (Senior Managers) with well-reasoned, data-backed arguments. Identifies non-obvious connections between operational signals and strategic implications.
- Executive Presence: Leads Director level discussions. Communicates with conviction and brevity. Influences without authority. Writes and speaks in a way that makes complex ideas accessible to senior non-expert audiences.
- Problem Solving: Solves complex, cross-functional problems spanning teams and timelines. Creates repeatable frameworks that prevent entire categories of problems from recurring. Is the person others come to when a problem is genuinely hard.
- Boundaryless: Co-owns outcomes with partner teams. Build deep trust with stakeholders (Senior Managers) across CS. Drives alignment across competing priorities and organizational boundaries. Operates as a full member of the partner team, not just a vendor of planning services.
- Innovative and Experimental: Demonstrates a willingness to experiment and take calculated risks, particularly on reversible (two-way door) decisions. Proactively unblocks teams to test, iterate, and move with speed - challenging legacy boundaries and established norms to drive innovation
Key job responsibilities
- Own the development, maintenance, and execution of network capacity plans for internal and outsourced sites, covering short-term (4-week), operational (monthly/quarterly), and long-term (3-year) planning horizons.
- Proactively identify and mitigate capacity risks by mapping dependencies across internal sites and Global Outsourcing vendor partners. Communicate risks and mitigation plans to the right stakeholders clearly and with specificity. Coordinate with CS Operations and GO Vendor Management teams to ensure staffing plans are aligned with service level targets and outsourcing strategy.
- Support quarterly submissions to CS Finance, providing accurate Year-to-Go (YTG) labor cost projections and revisions versus OP targets.
- Independently apply AI tools (e.g., AgentZ, Kiro) to improve planning workflows without prompting, identifying opportunities to increase the speed, quality, and scale of planning outputs. Develop side-of-desk automation for repetitive tasks within your planning workstream, demonstrating measurable productivity improvement.
- Build repeatable frameworks that prevent entire categories of planning problems from recurring, becoming the go-to resource when a planning challenge is genuinely hard.
- Present analysis and planning recommendations to senior audiences independently, adapting your communication style for technical and non-technical, operational and strategic audiences. Write clear, concise, and compelling narratives for QBRs, MBRs, and planning reviews. Documents must meet Amazon's standard formatting guidelines, with conclusions that tie to the organization's working-backwards framework.
- Communicate complex planning ideas in a way that is accessible to senior, non-expert audiences. Align cross-functional stakeholders (Operations, Finance, HR, Training and others) to embed planning inputs into execution and operational decision making.
About the team
The Network Strategy & Performance (NP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for:
- Planning customer support staffing
- Preserving the customer experience when customers contact Customer Service and
- Ensuring best costs for providing customer support.
We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management - and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.
The Network Strategy & Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking a Senior Capacity Intelligence Analyst to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.
Basic Qualifications
- 5+ years of tax, finance or a related analytical field experience
- 3+ years of writing SQL queries and creating business intelligence reports using Tableau, Power BI experience
- Bachelor's degree
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders
Preferred Qualifications
- Master's degree in quantitative field or Business Administration.
- Lean Six Sigma Green Belt or Black Belt certification.
- Demonstrated experience building automation solutions using Python, R, or similar tools.
- Understanding of regional labor dynamics, outsourcing models, and multi-timezone stakeholder management.
- Experience presenting analytical recommendations to director or VP-level audiences.
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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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