We are looking for a Business Analyst to join the Escalation Management & Prevention (EMP) Strategy team supporting EMP’s operations strategy. By using escalations as the ground source of truth for customer pain points and Amazon business risks, the BA uses insights gathered for process improvement both within EMP and the broader organization, and for driving action and decision making across the business.

As a Business Analyst, you will focus on improving the success within business functions by analyzing data, discovering and solving real world problems, building metrics and business cases to improve customer experience, and providing timely data support for escalations to mitigate risk.

A key component of the role is to identify process and system improvement opportunities by developing the right metrics, analyzing data, and partnering with internal teams. In addition, you will design and develop automated reporting solutions to enable stakeholders to manage the business and make effective decisions. You will also enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format.

This role requires an individual with excellent statistical and analytical abilities, deep knowledge of business intelligence solutions and outstanding business acumen. The successful candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, an ability to work in a fast-paced and ever-changing environment, and driven by a desire to innovate in this space.

Key job responsibilities
• Creating automated reports and dashboards with a combination of BI tools
• Partnering with program team, Legal, and Tech stakeholders to understand challenges and provide /analysis to help drive program success
• Providing data support for business and cross-functional partners to address escalations and answer questions using SQL and AWS solutions
• Uncovering trends and correlations through mining and analysis to develop insights that can help stakeholders to make effective decisions
• Designing and executing analytical projects using statistical analysis


About the team
At Amazon we believe that customer trust is of paramount importance to anything we do. To continue building customer trust the Escalation Management & Prevention (EMP) team works with sellers, brands, vendors, and customers to identify and prevent infringement of intellectual property (e. g. copyright, trademark, counterfeit) and other abuse in our product catalog.