Business Analyst

3+ months agoDallas, TX


Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing worldclass support, and building loyalty with Amazon's millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company. Amazon's Perfect Order Experience team, under CTPS, works to ensure that Customers can buy with confidence on Amazon. We develop and implement technology innovations, programs, tools, and policies to protect the buying experience on Amazon while minimizing friction for our selling partners. Our team is constantly innovating on behalf of customers to solve business problems. We are looking for a Business Analyst to help us drive improvements in our A-to-Z Guarantee space.
A-to-z Guarantee is Amazon's primary mechanism for protecting customers when they encounter a negative order experience with a third-party seller. We focus on helping Customers easily report a problem when something goes wrong, Sellers to effectively resolve these problems for our customers, and Amazon systems & associates to efficiently adjudicate decisions where we need to step in! Because of the customer experience & financial impact of this product, as well as the opportunities to test integration points upstream, parallel, and downstream this is an exciting opportunity for a Business Analyst to enter the team, take ownership of the problem space, simplify & reinvent, and help drive exciting results for the program! Aside from heavy involvement in several high-impact initiatives the team is driving towards, key day-to-day responsibilities for this role will include:
• Detection of Issues & Impact Assessments eg. An issue with the A-Z operational SLA how large is the problem and what are the upstream and downstream impacts
• Root Cause Analyses & Solution Scoping eg. Identify that the miss comes from a forecasting issue and a spike in appeal rates. Propose modified drivers for claims volume forecasts and deep dive improved communication messages to our Selling Partners so they are more aware of our policies. Assess expected impact of these actions
• Monitoring & Mechanisms eg. Generate self-serve reporting to ensure the actual impact from the actions are aligned with what was expected (iterating if needed). Integrate these metrics into the right recurring mechanisms to ensure a) future issues can be detected faster or prevented altogether, and b) the right feedback loops exist to continually improve our products


• BA/BS in Business, Computer Science, Finance or related field
• 3+ years of relevant work experience in a role requiring application of analytic skills in a business analyst, data analyst or statistical analyst role
• 3+ years of experienced developing requirements and creating requirements documents and process flows
• Proficiency in SQL and advanced proficiency in Excel (including VBA, Pivot Tables, array functions, Power Pivots, etc.)
• Prior experience in developing requirements and formulating business metrics for reporting as well as with data visualization (Tableau, QuikSight, Power BI)
• Proven analytical problem solving skills in a complex space, attention to detail, and exceptional communication & organizational skills
• Ability to manage a broad range of tasks and a track record of efficiently meeting deadlines
• An ability and interest in working in a fast-paced, ambiguous and rapidly changing environment


• 5+ years of relevant experience in a business analyst, data analyst or statistical analyst role
• Advanced technical or business degree (MS or MBA)
• Prior experience in analytic modeling and advanced ability to draw insights from analysis supported by data
• Proven ability to clearly communicate insights and influence buy-in to stakeholders & senior leaders
• Be self-driven, and show ability to deliver on ambiguous projects with incomplete data
• Proficiency in 1+ programming language (Python, R, etc)
• Advanced working knowledge of data mining using, ETL, data warehouse
• Experience using AWS analytical services (e.g., Redshift, Data Pipeline, EMR, Machine Learning, Kinesis)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

Job ID: Amazon-1441277