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
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
DESCRIPTION
ABOUT THE TEAM
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. Amazon's Perfect Order Experience team, under CTPS, works to ensure that Customers can buy with confidence on Amazon. We develop and implement technology innovations, programs, tools, and policies to protect the buying experience on Amazon while minimizing friction for our selling partners. Our team is constantly innovating on behalf of customers to solve business problems. We are looking for a Business Analyst to help us drive improvements in our A-to-Z Guarantee space.
ABOUT THE ROLE
A-to-z Guarantee is Amazon's primary mechanism for protecting customers when they encounter a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream - this is an exciting opportunity for a Business Analyst to enter the team, take ownership of the problem space, simplify & reinvent, and help drive exciting results for the program!
Key job responsibilities
Aside from heavy involvement in several high-impact initiatives the team is driving towards, key day-to-day responsibilities for this role will include:
- Detection of Issues & Impact Assessments eg. An issue with the A-Z operational SLA - how large is the problem and what are the upstream and downstream impacts
- Root Cause Analyses & Solution Scoping eg. Identify that the miss comes from a forecasting issue and a spike in appeal rates. Propose modified drivers for claims volume forecasts and deep dive improved communication messages to our Selling Partners so they are more aware of our policies. Assess expected impact of these actions
- Monitoring & Mechanisms eg. Generate self-serve reporting to ensure the actual impact from the actions are aligned with what was expected (iterating if needed). Integrate these metrics into the right recurring mechanisms to ensure a) future issues can be detected faster or prevented altogether, and b) the right feedback loops exist to continually improve our products
San Jose, CRI
- Experience in customer segmentation, customer behavior analysis, conjoint/trade-off modeling
- Experience making business recommendations and influencing stakeholders