Business Analyst, Network Strategy & Performance, Network Strategy and Preformance

Business Analyst in Network Strategy and Performance owns processes & analytics that directly shape how Amazon serves customers globally. They are an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment.

About Amazon

The Network Strategy and Performance (NP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.

We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.

The Network Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking a Business Analyst to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.

Responsibilities

• They operationalize the long- and short-term staffing plans, working cross-functionally with site Operations, planning teams, training, finance, and others.
• They will contribute to the team's AI-driven transformation agenda by applying AI tools to increase the speed, quality, and scale of analytical outputs.
• They do not just report or fix defects, but think critically about why they happen, what surrounds them, and how to prevent them — combining analytical rigor with a proactive, anticipatory mindset.
• Create and accurately maintain CSA shift schedules ensuring shifts are optimally planned to meet the sites short term forecast requirements and Service Levels (SL).
• Monitor actual staffing levels against planned staffing and take the relevant corrective actions as required improve SL.
• Effectively plan and monitor CSA adherence to assigned schedule, including productive and non-productive activities.
• Work closely with mid to senior-level leaders across core teams to identify and mitigate emerging risks and assists in creating mitigation plans for staffing corrections and SL recovery.
• Responsible for coordinating site-staffing needs including reporting and analysis of site headcount numbers as per staffing plan.
• Understanding and monitor symptoms of CSA burnout, detecting the metrics that can signal these symptoms and assist in implementing interventions to eliminate outlier experiences.
• Responsible to coordinate various cross-training, new-hires, and management of network and site-wide shift rotation processes as per business need.
• Create work schedules for associates, identifies and proactively resolves headcount deficiencies and overages.
• Investigate defects and operational anomalies to identify systemic drivers (system-related, behavioral, or shared responsibility), not just symptoms. Highlight and communicate metrics impacting the operation that could impact service levels, customer experience, and business process.
• Build and maintain validation checks, dashboards, and automated alerts to catch defects early — before they impact customers or operations.
• Independently apply AI tools (e.g., Amazon Q, generative AI assistants, AgentZ) to accelerate analytical workflows, identifying opportunities to improve speed and quality of outputs.
• Apply AI tools to develop automation for repetitive tasks within your workstream, demonstrating measurable productivity improvement.

Requirements

• They are self-motivated, operating independently in an autonomous environment to deliver an exceptional customer experience with little to no guidance.
• 2+ years of program or project management experience

1+ years of supply chain experience

• Bachelor's degree or equivalent in a quantitative field (engineering, economics, math, and statistics), business or equivalent
• 4+ years of supply chain experience, or a MBA and 4+ years of managing, analyzing and communicating results to senior leadership experience
• Experience using AI-assisted development tools in academic or professional settings
• Knowledge of advanced skills in Excel as well as any data visualization tools like Tableau or similar BI tools (familiarity with Tableau preferred)
• Experience defining requirements and using data and metrics to draw business insights
• Experience demonstrating strong analytical abilities and confidence in the use of data
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams

Preferred

• Experience in MS Access and SQL
• Experience in requirement gathering and ability to write clear and detailed requirement document

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.