Back to jobs
Sr Network Planning Manager, Network Planning as a Service
Hyderabad, Telangana - INDPosted 1 months ago
Full-timeonsite
Job Description
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.
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
- 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
- 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
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.
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.
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
- 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
- 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
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.