DESCRIPTION
ABOUT THE TEAM
SPS 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 SPS, 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 reduce Cost-to-Serve for the Post Order Experience (POE) org.
ABOUT THE ROLE
Our mission is to provide customers a perfect order experience so that they can shop with confidence in Amazon stores. We do this by ensuring customers receive authentic products in the condition and with the functionality they expect, within the time that they expect to receive it in, and by quickly making things right when they do not. We prioritize issues that are most damaging to Customer trust as measured by negative downstream impact (DSI) and we seek to protect customer trust without creating unnecessary friction for selling partners. To strike the right balance and scale cost effectively, we invest in reducing our Cost-to-Serve (CtS) by reducing concessions paid by Amazon, our operational expenses, and our IMR costs.
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 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 incoming volume. Propose modified drivers for forecast generation 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
- Experience with SQL or ETL
- 2+ years of complex Excel VBA macros writing experience
- 1+ years of tax, finance or a related analytical field experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience working with Tableau
- Experience using very large datasets
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.