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