Description

Selling Partner Support (SP-Support) drives success for both third-party sellers and vendors through a combination of people, processes and services. The All Amazon Support (AAS) team within SP-Support leads cross-functional initiatives to improve the consistency and quality of the selling partner support experience.

The AAS Business Analyst contributes to the team's mission by working backwards from the selling partner experience and performing analyses, creating visualizations and developing automated reporting solutions that inform decisions and inspire change. Through a unified dataset, all teams supporting selling partner contacts will be enabled to consistently discuss and improve support experiences.

Key job responsibilities

The Business Analyst, AAS will focus on standardizing and analyzing performance and operational metrics for Selling Partners across all Amazon support teams. This includes metrics measuring new contact channels like Chat, but also global operation metrics (time to resolve, first touch resolution, negative response rate and so on).

The successful candidate will have strong business acumen and possess excellent statistical and analytical abilities. They will focus on creating actionable insights and research to provide recommendations to the leadership team and build scalable solutions to meet business needs. 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.

The ideal candidate for this role:

• Understands current and future business needs by working closely with stakeholders.

• Supports the long-term strategy to implement self-service solutions and focus on insights research while understanding and having experience working with Customer service/Operation teams.

• Has deep domain/process expertise across operational metrics. Someone who can understand individual metrics and how they are all connected.

• Proactively identifies problems with significant business impact; facilitates analysis to identify problems and opportunities to deliver insights and recommendations to help shape strategy across team and measurement initiatives.

• Works with the data engineering team to build the business requirements to evolve the insights and analysis about the SP experience.

Basic Qualifications

• 3+ years of tax, finance or a related analytical field experience

• 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience

• 3+ years of business analyst, data analyst or similar role experience

• Experience defining requirements and using data and metrics to draw business insights

• Experience making business recommendations and influencing stakeholders

• Experience with Excel

Preferred Qualifications

• Experience in customer segmentation, customer behavior analysis, conjoint/trade-off modeling

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,900/year in our lowest geographic market up to $143,100/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.