Workflow Analyst I, CXQO

As part of the AWS Applied AI Solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazons real-world experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Physical Stores is more start-up than big-company a group of entrepreneurial perceptive and creative leaders with innovation at our core. Were pushing the state of the art in helping customers shop in engaging fast and safe ways. To date weve created stores that let you use an app to enter take what you want and exit the store. Our checkout-free shopping experience is made possible by our Just Walk Out Technology which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When youre done shopping you can just leave the store. Shortly after well charge your Amazon account and send you a receipt. Designed and custom-built by Amazonians our Just Walk Out Technology uses a variety of technologies including computer vision sensor fusion and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earths most customer centric company and we are just getting started. We need people who want to join an innovative program that continues to push the state of the art in computer vision machine learning distributed systems and hardware design.

We are looking for a Workforce Capacity Planning (CP) Analyst who is passionate about customer experience thinks and acts globally a strong communicator and networker to build successful working relationships across CXQO network and has the edge to drive industry standard innovations. The ideal candidate will need to possess a strong schedule optimization background that enables them to manage quantitative planning to achieve productivity goals for the network possess analytical background that enables them to manage network planning experience a wide range of problem solving situations which are strategic to real-time to identify opportunities for improvement and is able to extensively use data collection for further analysis. The Workforce CP Analyst is responsible to share guidance on real-time staffing adjustments work with sites on special events planning build processes to manage contingency real-time business domain blending to help business meet its service levels; they aid as a resource advisor and is a close working partner with Operations and other functional support teams. The successful candidate will also need to be an analytical problem solver who is comfortable in a fast-paced multi-tasked high-energy environment. This role requires candidates to be flexible to working in Night shifts and Rotational Week offs Please note: this team is not customer-facing.


Key job responsibilities
Generate forecast plan capacity for multiple network sites successfully manage short term staffing of the sites (4 to 6 weeks) work closely with long-term planning program Ops and multiple stakeholders and come up with right input and exception mechanisms on factors affecting forecast
Create and accurately maintain CXQO associate shift schedules ensuring that shifts are optimally planned to meet the short term forecast requirements and SLs (Service Levels)
Build short/long term operational plans for network sites to optimize variable costs associated with staffing
Creates intra-day daily weekly plan for business to meet the forecasted numbers and required productivity
Setup feedback mechanism to share overall capacity planning processes improvements and drive better planning accuracy for future
Performs dive deep on daily weekly and monthly site/network performance to provide feedback to Operations and other program management stakeholders to help sites meet its efficiency goals
Monitor actual staffing levels against plan and take corrective actions to flex-up or flex down as required like OT (Over Time) calls cross skill support shrinkage shift changes to improve service levels
Effectively plan and monitor associate adherence to the assigned schedules & plan non-productive activities
Maintain CXQO associate matrix for each sites basis its hours of operation seating and transportation plan
Participate in initiatives to cater to growing business needs
Connect and network with stake-holders including but not limited to operations program management training GREF teams
Supports Capacity Planning leadership by maintaining accurate records of planned and required headcount in each of business groups/marketplace on a weekly basis
Communicate and maintain vision Leadership Principles and culture with the team
Written and verbal communication up to operations level


- Bachelors degree or equivalent
- Knowledge of Microsoft Excel at an advanced level including: pivot tables macros index/match vlookup VBA data links etc.
- Experience demonstrating problem solving and root cause analysis
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
- Experience working and communicating with multiple stakeholders C-level executives and cross-functional teams

- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience running an effective operational excellence program
- 5 years of engineering team management in a fast-paced operations environment experience
- Experience in inter-team working skills to develop partnership with partner tech team and operating at leadership levels

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 youre applying in isnt listed please contact your Recruiting Partner.