Senior Business Analyst, Policy Experience, Global Process Management

Are you passionate about improving the quality of Selling Partner experience? Do you strive to create customer-centric solutions that drive measurable results? Do you like to design and implement scalable end-to-end solutions built on sound process excellence principles? Does working with ambiguity, data and using analytics to guide program strategy and improvement plans sound exciting? If so, the Selling Partner Support team is looking for a Senior Business Analyst – Policy Experience (PX), to help steer the Policy Experience program through generation of insights, analytics and supporting Program Managers with data to drive improvements and program roadmap. This role will own all analytical aspects of Policy Experience, WW.

Third-party sellers represent significant value to Amazon’s online retail customers and Selling Partner Support (SPS) drives success for these sellers through a combination of people, processes and services. We are a primary interface between Selling Partners and Amazon by direct interaction between our associates and sellers, by building communication tools that sellers use to receive help, and by driving cross-functional initiatives to improve the seller experience. Additionally, we possess a wealth of data regarding the reason sellers contact us for help and we use this information to identify and drive improvements to our seller solutions across the Company.

Working backwards from the policies that guides Selling partner experience, as a Sr. Business Analyst for Selling Partner Support, you will be responsible for generating data backed analytical insights that guide the selling partner experience program and will measure the results by monitoring quality and efficiency metrics and contacts. In this high profile role, you will collaborate with numerous business teams, product, and program teams both inside and outside Selling Partner Support to identify, define and specify solutions that create the conditions for sellers’ success and satisfaction. You will build collaborative relationships with these partners, working closely to create and execute a Policy experience improvement roadmap. You will prepare and execute regular program updates to senior management.

The successful candidate will be input focused, data driven and will have isolated and correlated inputs to achieve impactful outputs, built closed loop processes and measures to ensure adoption of products and processes so that improvements are realized. S/he will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. The ideal candidate will possess an analytic, statistical and optimization background to enable strategic workforce planning and strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

At Amazon, we believe innovation should occur throughout the organization. This disruptive leader will stimulate and pioneer innovation in Seller service excellence and be an active voice and member of the Selling Partner Support leadership team.



Key job responsibilities
The Senior Business Analyst in Policy Experience under GPM will be focusing on analyzing emerging and new quality, experience and operational metrics for Selling Partners.

The successful candidate will have strong business acumen and possess excellent statistical and analytical abilities. They will focus on creating actionable insights and research to provide recommendations to the leadership team and build scalable solutions to meet business needs. They will have passion for data and analytics, be an independent innovator comfortable with ambiguity. They'll have strong attention to detail, an ability to work in a fast-paced and entrepreneurial environment.
The ideal candidate for this role will should be:
• Self-starter who understands the current and future business needs by working closely with stakeholders to recognize their needs and requirements.
• Individual who will support the long-term strategy to implement self-service solutions and focus on insights research while understanding and have experience working with Customer service/Operation teams.
• Hands-on individual who has deep domain/process expertise across operational metrics, someone who can understand individual metrics and how they are all connected.
• Proactively identify problems with significant business impact; facilitate analysis to identify problems and opportunities to deliver insights and recommendations to help shape strategy across team and measurement initiatives.
• Working with the data engineering team to build the business requirements to evolve the insights and analysis about the SP experience.
• Set and articulate expectations around leadership behavior for peers; model behavior that exemplifies Amazon Leadership Principles.