Business Analyst, Network Strategy & Performance, Network Strategy and Performance
Core
Own processes and analytics to optimize Amazon's global Customer Service network staffing, planning, and performance to ensure service levels and customer experience.
Role type
Senior Business Analyst (Network Strategy & Performance)
Builds
Optimized staffing plans, automated analytical workflows, and dashboards for the global Customer Service network.
Domain
E-commerce / Customer Support Operations / Workforce Management
Deliverable
production ML models | dashboards & analysis (via careerplan.io/jobs/10570461-business-analyst-network-strategy-performance-network-strategy-and-performance-at-amazon)
Required skills
Business analysis, data analysis, AI tool application, Excel (VBA, pivot tables), data visualization (Tableau, Power BI), financial analysis, operations research
Preferred skills
Python, R, network planning, workforce management, contact center operations
Responsibilities
Create and maintain CSA shift schedules to meet forecast requirements and Service Levels; Monitor staffing levels and take corrective actions to improve SL; Plan and monitor CSA adherence to assigned schedules; Coordinate site-staffing needs and headcount reporting; Investigate operational anomalies to identify systemic drivers; Build validation checks, dashboards, and automated alerts; Apply AI tools to accelerate analytical workflows and automate repetitive tasks.
Seniority
Mid-level, hands-on IC