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

Logistics, Sales & Operations · Supply Chain & Transport · Logistics Management · Sales Operations

In short

Business Analyst in Network Strategy and Performance owns processes and analytics to shape global customer service operations. This role involves operationalizing staffing plans, applying AI tools for analytical output enhancement, and investigating operational anomalies. The team focuses on optimizing the customer service network for customer experience, associate experience, and cost through forecasting, planning, optimization, data analytics, and reporting.

Responsibilities

Create and maintain CSA shift schedules to meet short-term forecast requirements and Service Levels.
Monitor actual staffing levels against planned staffing and implement corrective actions.
Plan and monitor CSA adherence to assigned schedules.
Collaborate with leaders across core teams to identify and mitigate emerging risks related to staffing and Service Levels.
Coordinate site-staffing needs, including reporting and analysis of headcount numbers.
Monitor symptoms of CSA burnout and implement interventions.
Coordinate cross-training, new-hires, and network/site-wide shift rotation processes.
Create work schedules for associates and resolve headcount deficiencies and overages.
Investigate defects and operational anomalies to identify systemic drivers.
Highlight and communicate metrics impacting operations, service levels, customer experience, and business processes.
Build and maintain validation checks, dashboards, and automated alerts.
Apply AI tools (e.g., Amazon Q, generative AI assistants, AgentZ) to accelerate analytical workflows.
Develop automation for repetitive tasks using AI tools to improve productivity.

Requirements

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, 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.
Knowledge of 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.

Desired Qualifications

Experience in MS Access and SQL.
Experience in requirement gathering and ability to write clear and detailed requirement documents.

Benefits

Inclusive culture empowers Amazonians to deliver the best results for our customers.
Workplace accommodation and adjustment for individuals with disabilities during the application and hiring process.

Skills

TableauExcelSQLMS AccessData VisualizationAI

#Network Strategy#Performance Analysis#Business Analysis#Supply Chain#AI Tools#Data Visualization#Customer Service

About Amazon

Earth's most customer-centric company

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.\n\nTogether, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers:…

See all open jobs at Amazon Read more about Amazon Website