Sr Network Planning Manager, Network Planning as a Service

About the role

Amazon Leo is redefining the future of B2B customer experience, and this Individual Contributor Level 6 role seeks a strategic, data-driven Network Planning leader. You will architect workforce strategy for one of Amazon's most complex and high-growth B2B customer service organizations, leveraging AI tools, automation, and predictive analytics to ensure demand is always ahead. Day-to-day work includes owning end-to-end supply and demand planning, building multi-horizon forecasts, integrating AI chatbot deflection metrics, and presenting executive-ready narratives to senior leadership. The position is based in Hyderabad, TS, IND.

What you’ll do

• 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 dynami
• 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 servi
• 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
• Design and drive workforce strategies that optimize cost, quality, and customer experience — including headcount modeling, skill-based routing optimization, and site/channel allocation planning
• Translate complex data and capacity insights into compelling, executive-ready narratives and present recommendations to senior leadership with clarity, confidence, and strategic framing
• Partner with Finance, HR, Operations, Product, and Technology teams to align workforce plans with business objectives, budget cycles, and technology roadmaps
• Build and maintain robust scenario models to evaluate the workforce impact of business growth, new product launches, seasonal peaks, and macroeconomic shifts
• 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 cont

What you’ll bring

• 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

Nice to have

• 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

Skills

Education

Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field