If you have ever used the term " It's not Rocket Science", think again ! Amazon Leo is redefining the future of B2B customer experience, and we are looking for a strategic, data-driven Network Planning leader to join our team as an Individual Contributor at Level 6. This is not a traditional Capacity planning role — it is a high-impact, forward-looking position that sits at the intersection of operational intelligence, AI-driven forecasting, and enterprise-scale planning. You will be the architect of workforce strategy for one of Amazon's most complex and high-growth B2B customer service organizations, leveraging latest AI tools, automation, and predictive analytics to ensure we are always ahead of demand.
Key job responsibilities
Strategic Network Planning: Own end-to-end Supply and Demand planning for Amazon Leo's B2B Customer Service organization, developing multi-horizon forecasts (short, medium, and long-range) that align workforce supply with dynamic business demand.
AI-Augmented Forecasting: Leverage AI tools, machine learning models, and intelligent automation platforms to enhance forecast accuracy, identify demand patterns, and proactively surface capacity risks before they impact service levels.
Chatbot & Automation Intelligence: Integrate AI chatbot deflection metrics, automation containment rates, and self-service adoption trends into capacity models to accurately reflect the evolving human-to-digital contact mix.
Supply Planning Re-Development: Design and drive workforce strategies that optimize cost, quality, and customer experience — including headcount modeling, skill-based routing optimization, and site/channel allocation planning.
Executive Stakeholder Engagement: Translate complex data and capacity insights into compelling, executive-ready narratives. Present recommendations to senior leadership with clarity, confidence, and strategic framing.
Cross-Functional Collaboration: Partner with Finance, HR, Operations, Product, and Technology teams to align workforce plans with business objectives, budget cycles, and technology roadmaps.
Scenario Planning & Risk Mitigation: Build and maintain robust scenario models to evaluate the workforce impact of business growth, new product launches, seasonal peaks, and macroeconomic shifts.
Performance Intelligence: Define, track, and continuously improve WFM KPIs — including forecast accuracy (WAPE), schedule adherence, occupancy, shrinkage, and service level attainment — using data-driven insights to drive continuous improvement.
Process Innovation: Identify and implement opportunities to modernize traditional planning processes through automation, AI-assisted tooling, and intelligent workflow design — reducing manual effort and increasing planning agility.
A day in the life Your day begins with a review of AI-generated demand signals and overnight anomaly alerts surfaced by intelligent forecasting models. You quickly assess whether staffing postures across global B2B service channels are aligned with intraday volume patterns — and if not, you act decisively.
By mid-morning, you are in a cross-functional sync with Finance, Operations, and Product teams, presenting a capacity outlook for the next planning cycle. You bring not just numbers, but a narrative — translating complex workforce data into strategic recommendations that influence headcount decisions, site allocations, and technology investments.
In the afternoon, you are deep in model refinement — collaborating with data science and engineering partners to improve the accuracy of your long-range capacity models, integrating new AI-powered chatbot deflection rates into your contact volume assumptions, and stress-testing scenarios for peak demand periods.
You close the day by documenting key insights and publishing a forward-looking Network Planning intelligence brief to senior leadership — a crisp, executive-ready summary that drives alignment and accountability across the B2B CS organization.
Basic Qualifications
- 5+ years of program or project management experience
- 5+ years of supply chain experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Preferred Qualifications
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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