Analyst II, Network Strategy and Performance

About the role

The Network Strategy and Performance (NSP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period.

What you'll do

• Tackle ambiguous, high-stakes questions: Where should we expand next?
• Partner closely with Operations, Products, FP&A, and Service Delivery teams — identifying gaps, measuring performance
• Contribute to the team's AI-driven transformation agenda by applying AI tools to increase the speed, quality, and scale of analytical outputs
• Own analytical inputs for network planning — model contact allocation scenarios, site investment options
• Translate complex or ambiguous network strategy questions into structured analysis — e.g., site expansion feasibility, cost-to-serve trade-offs

What you need

• 3–6 yrs of experience
• Excel
• SQL
• Process improvement
• Project management
• Research
• FP&A
• Any graduate

Good to have

• Stakeholder management
• LLMs