Are you interested in taking a front-seat in the innovative technology that powers Amazon’s award-winning Customer Service? If so, come join us!

We are part of the Amazon Capacity Planning organization that enables end-to-end customer service workforce planning. Our North Star vision is to define and deliver timely human-assisted support to Amazon customers under contact demand and Labor supply volatility and optimizing the Customer Service (CS) network for customer experience, associate experience, and cost. To turn this vision into reality, we are investing heavily on a digital transformative journey developing a product that will make capacity planning hands-off-the-wheel experience leveraging scientific methodologies and optimization techniques. Our ultimate objective is to establish a comprehensive, fully automated system capable of generating optimal plans on a massive scale. It will adapt seamlessly to fluctuations in supply and demand while maintaining our service-level (SL) goals. In addition to planning, the team will continuously monitor and manage real-time network performance, swiftly identifying emerging supply-demand gaps and ensuring the efficient utilization of flexible capacity through real-time network re-balancing.

Why would you want to join our team?
If you are passionate about leading and mentoring talented software development engineers while tackling complex challenges in Capacity Planning through Machine Learning and want your work to make an immediate impact in the real world, this is the place for you. We solve problems on par with leading academic research for the benefit of customers who celebrate our feature launches on social media, constantly demand new features, and - through adoption - force us to invent new ways to scale our systems. If going deep to optimize for scale, latency, and resource usage excites you as much as working backwards from the customer to develop features that not only work, but delight, then join us in making our product the most successful Worldwide capacity planning platform on the planet!

Key Responsibilities:
- Leading highly talented technology teams, based out of India, responsible for building and owning complex services consumed globally
- Delivery of highly available and highly reliable software.
- Develop and maintain a culture of innovation and operational efficiency in the team.
- Influence, collaborate and communicate effectively with various leaders in Amazon.
- Hiring, growing and retaining a strong team keeping with the Amazon high bar.

What does it take to succeed in this role?
In addition to meeting the technical qualifications, you need to be creative, responsible, and able to dig deep into emerging technologies. Willing to read research papers, but also move quickly to turn ideas workable plans that your team can develop upon. A natural problem solvers, who is able to think about business problems, operational issues, and software architecture in the course of a single conversation. Curious about our customers' needs and dedicated to turning developers into raving fans. Excited to learn from others while bringing your own novel capabilities and perspectives. Someone who makes the team room both productive and fun to work in.