Business Analyst , NCC- Hercules
Core
Analyze customer service operations and data to drive process improvements and incident resolution for Amazon's global customer experience.
Role type
Business Analyst (Customer Service Operations)
Builds
Operational dashboards, incident response protocols, and process optimization initiatives for Amazon Customer Service.
Domain
E-commerce / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Data visualization, root cause analysis, stakeholder collaboration, project management, SOP development, Microsoft Excel
Preferred skills
Process improvement (Kaizen), cross-functional project leadership, internal tool automation, batch data processing
Technologies
Microsoft Excel, internal Amazon tools
Responsibilities
Lead incident response for critical system outages affecting customers; create dashboards and reports from multiple data sources to support decision-making; analyze root causes of recurring issues and propose data-driven improvements; collaborate with product teams to prioritize feature enhancements; develop and update standard operating procedures (SOPs) to eliminate inefficiencies; present complex analysis findings to non-technical business leaders.
Seniority
Individual Contributor