Job Description
Serves as the central liaison and gatekeeper for all project teams launching or migrating new programs that impact contact volume within the IT Service Organization. Owns schedule optimization strategy, supports headcount change request (HCR) governance, and ensures workforce capacity is aligned to demand signals. Delivers business analytics and data-driven insights to GWP-supported teams across the IT Services Org, enabling leadership to make informed decisions on workforce investment, operational performance, and capacity planning.
Leverages data analysis, operational expertise, and cross-functional partnerships to drive decisions that balance service levels, labor efficiency, and business readiness. Delivers with limited guidance, designs scalable solutions, and generates insights that inform multi-team strategy. Work is both tactical and strategic.
Key job responsibilities
Schedule Optimization - Design and refine scheduling strategies across IT Services queues. Analyze volume patterns, staffing gaps, and shift structures to maximize coverage efficiency. Monitor adherence and propose corrective actions using SQL, spreadsheets, and scheduling tools.
HCR Governance - Co-Own end-to-end Headcount Change Request governance, validating demand signals, capacity impacts, and documentation before leadership approval. Track pipeline status and partner with Finance, HR, and operations to align headcount with budget and business goals.
Program Launch & Migration Gatekeeping - Serve as the single-threaded liaison for programs impacting contact volume. Assess workforce impact, enforce intake standards, coordinate staffing readiness, and escalate risks that threaten service levels.
Business Analytics & Data Insights - Deliver dashboards, reports, and ad-hoc analytics to GWP-supported teams across IT Services Org. Automate data pipelines using SQL and Amazon Quick, perform root-cause analysis, build forecasting models, and leverage AI tools (Amazon Quick, Kiro) to accelerate insight delivery.
Business Partnership & Communication - Translate complex workforce problems into actionable outputs. Tailor communication to audience - executive summaries for leadership, deep-dives for peers. Write clear documentation and present decisions up to Sr. Leaders.
Process Improvement & Scalability - Streamline workflows, automate repeatable processes, and build scalable frameworks (dashboards, pipelines) over one-time solutions.
Strategy & Problem Solving - Contribute to team strategy using deep operational expertise. Make trade-offs between time, quality, and resources. Distinguish one-way vs. two-way door decisions, mitigate risks, and mentor others.
Numbers & Facts
| Location | TX |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Skills
- Artificial Intelligence (AI)unmatched
- Budgetingunmatched
- Business Analysisunmatched
- Capacity and Performance Managementunmatched
- Change Requests/Ordersunmatched
- Corrective Actionunmatched
- Cross-Functionalunmatched
- Data Analysisunmatched
- Data Managementunmatched
- Documentationunmatched
- Financeunmatched
- Forecastingunmatched
- Leadershipunmatched
- Maintain Complianceunmatched
- Operational Auditunmatched
- Operational Strategyunmatched
- Pattern Analysisunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Reporting Dashboardsunmatched
- Root Cause Analysisunmatched
- SQL (Structured Query Language)unmatched
- Scalable System Developmentunmatched
- Spreadsheetsunmatched
- Technical Supportunmatched
- Threads Programmingunmatched
- Workforce Planningunmatched
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