Business Analyst, Customer Trust & Partner Support (CTPS)
Amazon.com Services LLC
3+ years relevant experience in financial/business analysis
Experience defining requirements and using data and metrics to draw business insights
Experience making business recommendations and influencing stakeholders
Experience with SQL
Experience in Excel
Job summary
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon’s mission of being Earth’s most customer-centric company.
The Business Analyst role will be focusing on Selling Partner Experience Analytics including customer satisfaction metrics, Amazon associate’s performance and more. This includes metrics related to Selling Partners HMD poll. As the HMD polling mechanism evolves, we need to understand satisfaction metrics across different contract channels, generate a Customer Experience Score using a combination of HMD poll feedback and operational data (e.g., reopen rate, transfers, and time to resolve) for Associate handled cases.
The successful candidate will have strong business acumen and possess excellent statistical and analytical abilities. They will focus on creating actionable insights and recommendations and not just gathering data. They will have passion for data and analytics, be an independent innovator comfortable with ambiguity. They’ll have strong attention to detail, an ability to work in a fast-paced and entrepreneurial environment.
This role can be based in Seattle, Arlington or Virtual in the USA
Key job responsibilities
As a Business Analyst in our team, some of your responsibilities would be:
Apply advanced analytics and business intelligence skills to extract meaningful insights and learning from large and complicated data sets.
Conduct and present analyses on service usage trends, task prioritization, resource allocation, program effectiveness, product analysis and business impact to different stakeholders including the senior leadership team.
Design, develop and maintain scaled, automated, user-friendly systems, reports, dashboards, etc. that will support the needs of the business.
Build various data visualizations to tell the story of business trends, patterns, and outliers through rich visualizations.
Represent team on medium-size analytical projects in own organization and effectively communicate across teams
About the team
The Selling Partner Experience Analytics team performs analyses, creates visualizations and develops automated reporting solutions that inform decisions and inspire change. The team transforms requirements into insights and deliver reporting that enable our business partners to improve the seller partner experience. This team supports all programs where the data/analysis is needed for the Seller Experience Programs team and analysis requests from stakeholders engaging in research from the broader Customer Trust & Partner Support team. Ownership, maintenance and expansion of the Seller Experience dashboards reside within the team.
Master’s degree in Business, Analytics, Computer Science, Mathematics or related field
3+ years’ experience in Analytics
Understanding of data warehousing and data modeling
Fluency in a modeling language such as Python or R
Experience with one or more of the statistical modeling languages/toolboxes
Experience using test/control methodology
A self-starter comfortable with ambiguity, with strong attention to detail, vocally self-critical, an ability to work in a fast-paced and ever-changing environment
The pay range for this position in Colorado is $74,300-$130,100(yr); however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base (CEPA) pay information is based on market location. Applicants should apply via Amazon’s external careers site.
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
Remote
