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Job Description
Amazon Customer Servicing (CS) is looking for a Business Analyst Manager who can lead a team of Business Analysts focused on the global migration of CS onto Amazon Connect. This team is tasked to work closely with our CS Ops teams and understand the setups, configurations and testing needs for setting up our CSA network on Connect as we migrate from our legacy system onto this new product. They work extensively on setting up access controls, CSA routing profiles, queue management etc. to ensure the right contact coming into the Amazon customer service is routed to the right CSA every single time so it is handled effectively and in optimal time. This resource will also need to put together a long term vision for this space on how we move from manual configurations and a highly monotonous environment to an automated, product driven environment.
The successful candidate is a highly adept communicator, able to effectively draw alignment with a diverse set of stakeholders including senior leadership, engineering, product, finance and business partners. You are a Business analyst leader, that works closely with Amazon CS ops teams in the creation of documentation for configurations and setups across stores at a global scale including formulating the long term strategic plan and annual and monthly operational and business reviews. With these plans in place you then leverage your strong execution capabilities drive them into fruition. You are passionate about processes and relish bringing structure to an organization while being comfortable with a degree of ambiguity. You easily earn the trust and respect of others and are regarded as the go to person on the space that you champion. Throughout your role you bring a strong bias toward data driven decision making, bias for action and an innate ability to understand how metrics relate to business problems and to each other. You display strong ownership and execution abilities leading the tactical day-to-day tasks while also being heavily invested in the longer term strategic plan for your team and how the team would continue to add value to the organization. The ideal candidate is a self-starter with the insatiable will to get stuff done , enjoys thinking strategically while is also able drive detailed execution. If this role sounds like you, come be part of this exciting journey.
Key job responsibilities
This role is expected to:
- Deliver configurations and setups for Amazon stores across the global marketplace, aiding migration of our legacy telecom system onto a new one
- Proactively identify problems with significant business impact; facilitate analysis to identify problems and opportunities
- Independently define analytical approach and metrics strategy
- Comfortably and skillfully flex among various tools according to the problem and data
- Derive recommendations from analysis that have impact on multiple teams and provide significant business value
- Own the effective communication of metrics and analysis
- Manage Configuration management with specific focus on reducing defects, bringing in process improvements, and defining opportunities for tech automation
- Manage a team of 10-12 business analysts and lead the vision and strategy for the team
- Consistently own and deliver deep dives in the form of narratives that influence business direction
- Influence other teams to ensure deadlines are met; hold stakeholders accountable
- Effectively manage project resources; create solutions to unexpected obstacles and reallocate resources as necessary
- Influence development roadmaps to build scalability and automation into reporting and analysis
- Continuously build network of talent inside and outside of company
- Demonstrate and differentiate performance and leadership across multiple levels and apply to hiring decisions
- Create mechanisms to quickly on-board new talent to the organization; mentor others
- Coach effectively and provide feedback to direct reports to help develop talent and support career development
- Set and balance goals across team, optimizing performance against department goals
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND, 1. 5+ years of product or program management, product marketing, business development or technology experience
2. Bachelor's degree
3. Experience defining requirements and using data and metrics to draw business insights
4. Experience with Excel
5. Experience with SQL
6. Experience making business recommendations and influencing stakeholders
7. 3+yrs of people management experience
1. Masters Degree or MBA
2. Exp with managing data gathering, data rationalization and configuration management for enterprise applications.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $94,600/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit (link removed) Applicants should apply via our internal or external career site.
Employement Category:
Employement Type: Full time
Industry: BPO / Call Center
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Business Analyst Manager, Global Enterprise
Amazon
