Business Analyst, Network Strategy and Performance

Business Analyst in Network Strategy and Performance owns owns processes & analytics that directly shape how Amazon serves customers globally. They are an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. They are self-motivated, operating independently in an autonomous environment to deliver an exceptional customer experience with little to no guidance. They operationalize the long- and short-term staffing plans, working cross-functionally with site Operations, planning teams, training, finance, and others. They will contribute to the team"s AI-driven transformation agenda by applying AI tools to increase the speed, quality, and scale of analytical outputs. They do not just report or fix defects, but think critically about why they happen, what surrounds them, and how to prevent them - combining analytical rigor with a proactive, anticipatory mindset.

Key job responsibilities

• Create and accurately maintain Customer Service Associate (CSA) shift schedules ensuring shifts are optimally planned to meet the sites short term forecast requirements and Service Levels (SL).
• Monitor actual staffing levels against planned staffing and take the relevant corrective actions as required improve SL.
• Effectively plan and monitor CSA adherence to assigned schedule, including productive and non-productive activities.
• Work closely with mid to senior-level leaders across core teams to identify and mitigate emerging risks and assists in creating mitigation plans for staffing corrections and SL recovery.
• Responsible for coordinating site-staffing needs including reporting and analysis of site headcount numbers as per staffing plan.
• Understanding and monitor symptoms of CSA burnout, detecting the metrics that can signal these symptoms and assist in implementing interventions to eliminate outlier experiences.
• Responsible to coordinate various cross-training, new-hires, and management of network and site-wide shift rotation processes as per business need.
• Create work schedules for associates, identifies and proactively resolves headcount deficiencies and overages.
• Investigate defects and operational anomalies to identify systemic drivers (system-related, behavioral, or shared responsibility), not just symptoms. Highlight and communicate metrics impacting the operation that could impact service levels, customer experience, and business process.
• Build and maintain validation checks, dashboards, and automated alerts to catch defects early - before they impact customers or operations.
• Independently apply AI tools (e.g., Amazon Q, generative AI assistants, AgentZ) to accelerate analytical workflows, identifying opportunities to improve speed and quality of outputs.
• Apply AI tools to develop automation for repetitive tasks within your workstream, demonstrating measurable productivity improvement.

About the team

The Network Strategy and Performance (NP) 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 are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.

We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management - and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.

The Network Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking a Business Analyst to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.