How would you like to take one of the world's best customer service organizations to the next level? We are looking for a high-octane thinker to join our world-wide (WW) Customer Service Operational Excellence team as a Business Intelligence Engineer.
In this role, you'll be driving strategies backed by solid analysis and executing those strategies for successful results.
You will present your analysis and recommendations to senior leadership, getting feedback and buy-in on your ideas.
You will champion identifying and implementing customer service strategies that make Amazon’s inbound customer contact experience world-class.
You will be part of a small, strategically-focused team whose main goals are to leverage data / analysis to better understand inbound customer contact needs and to optimize our support strategies to provide an unparalleled level of quality.
This is a high visibility role with heavy interaction across senior Customer Service management ranks. Analytical ingenuity and leadership, coupled with demonstrated cross-functional operations partnership, are critical skills for this role.
Key Responsibilities :
Build, maintain and improve Amazon Customer Service quality and issue resolution measurement frameworks.
Leverage multiple data sources (customer feedback surveys, contact transcripts, Customer Service operations performance data, etc.
to generate innovative ways to evaluate, measure, and augment Amazon’s inbound customer service experience.
Evangelize customer service quality improvements across WW Customer Service Operations and gain buy-in from senior leadership on proposed changes.
Partner with regional (North America, Europe, Asia, Far East) operations teams to implement global initiatives.
5+ years’ experience as a data scientist, business or operations analytics role with an emphasis on customer service, product management, or business strategy
Bachelor's Degree in mathematics, statistics, computer science, engineering, economics or related analytical field.
Experience with one or more of the following tools : - Python, SAS, R or other statistical software packages - SQL or comparable data querying packages - Advanced Excel skills
Problem solving and data analysis skills.
Ability to develop new ideas and creative solutions.
Ability to work successfully in a dynamic, ambiguous environment.
Ability to meet tight deadlines and prioritize workloads
Ability to lead projects in a matrix organization
Experience in data mining, SQL, ETL, etc. and using databases in a business environment with large-scale, complex datasets.
Strong fundamentals in problem-solving, algorithm design and complexity analysis.
Knowledge of business intelligence reporting tools (OBIEE, Business Objects, Cognos, Tableau, or MicroStrategy).
Understanding of Design Of Experiments.
Experience with AWS or other cloud based technologies.
Knowledge of R, Python or other statistical modeling languages / toolboxes.
Excellent speaking-listening-writing skills
Demonstrated ability to manage multiple competing priorities simultaneously and drive projects to completion.
Excellent written / oral communication and interpersonal skills.
Amazon.com is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.