Capacity Intelligence Analyst, Network Strategy & Performance

About the role

The Network Strategy & 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 analyze 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

• Work at the intersection of data and operations — translating demand signals into accurate staffing plans that protect customer experience while contributing to cost…
• Operate independently within your workstream, navigating ambiguity with analytical rigor and sound judgment
• Build effective working relationships with CS Operations, Global Outsourcing (GO) Vendor Management, CS Finance, Service Delivery, and Planning Intelligence teams
• Present your analysis and recommendations independently to senior stakeholders, contribute to planning decisions through well-reasoned, data-backed arguments
• Support the development, maintenance, and execution of labor capacity plans for internal and outsourced sites, covering short-term (4-week)

What you need

• 5–9 years in consulting & strategy
• Excel
• Financial analysis
• SQL
• VBA
• Data visualisation
• Tableau
• BBA or MBA

Good to have

• Six Sigma
• ERP
• Python
• R

What you get