Manager, Business Analysis, Amazon Customer Service
DESCRIPTION
Amazon's Customer Service (CS) department is seeking an experienced Manager, Business Analysis to join the team. CS is the heart of Amazon; our vision is to be Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.
The successful candidate will be a key member of the Amazon CS Data Analytics Support Hub (DASH).
The team mission is to shape the future of decision making using next generation analytics technologies, insights, and improve the customer experience together with our worldwide (WW) partners under the Quality & Escalations space.
As the CS DASH Manager, Business Analysis you will translate business problems into actionable business insights. You are an analysis expert who leverages a variety of data platforms and analytical tools to provide a holistic view of the customer experience. You build deep contextual and domain knowledge, ensure data quality and build scalable tools. You effectively communicate findings across a wide range of senior stakeholders.
Key job responsibilities
Responsibility includes but is not limited to:
- Translate complex or ambiguous business problem statements into analysis requirements
- Proactively and independently work with stakeholders to define analytical approach and construct use cases
- Build knowledge on data and metrics of the wider business for providing the big picture on the customer experience and how it translates into business metrics
- Solve ambiguous analyses with non-defined inputs and outputs; dives into the heart of the problem and identifies root causes
- Derive recommendations from analysis that significantly impact a department, create new processes, or change existing processes
- Work with a variety of data sources and large data sets, pull data using efficient query development and provide a holistic and consistent view of the data
- Provide insights through basic statistical measures such as hypothesis testing for improvement initiatives
- Actively drive automation of data requirements by scaling data processes and create self-service tools
- Communicate complex analytical insights and business implications effectively
- Actively manage the timeline and deliverables of projects, anticipate risks and resolve issues
- Manage and develop a team creating a strategy and ensuring accountability
A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
BASIC QUALIFICATIONS
- Bachelors in Computer Science, Statistics, Economics, Engineering or any related field from an accredited institution
- 6+ years’ experience as a Business Analyst
- Proficient with analysis programming languages and statistical software and visualization tools, i.e. SQL, Tableau, QuickSight, Excel, R, Minitab
- Experience working with complex data sets in data warehouse environments
- A proven record of taking ownership and driving resolution
- Highly skilled verbal, written communication, and data presentation
- Effective communication with both business and technical teams
- Ability to take loosely defined business questions and translate them into clearly defined technical/data specifications
- Passion for operational excellence with a commitment to delighting customers
PREFERRED QUALIFICATIONS
- Master's degree on Business Analytics
- Master’s degree in Statistics, Applied Math, Operations Research, Economics, or a related quantitative field
- Experience with statistical and data analytics disciplines and technologies
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $212,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.