Amazon's Customer Service (CS) department is seeking an experienced Business Intelligence Engineer Manager to join the team. Customer service is the heart of Amazon, our vision is to be "Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online."
The successful candidate will be a key member of the EU CS Data, Insights & Design team (DID). The team mission is to shape the future of decision making using next generation analytics technologies, insights and improve the customer experience together with our EU business partners.
As the EU CS DID BIE, you will translate business problems into actionable business insights. You are an analysis expert who leverages a variety of data platforms and analytical tools to provide a holistic view of the customer experience. You build deep contextual and domain knowledge, ensure data quality and build scalable tools. You effectively communicate findings across a wide range of senior stakeholders.
This position can be located in any internal EU CS site.
Key job responsibilities
Responsibility includes but is not limited to:
- Able to take the lead on the technical solution to a complex and ambiguous business problem.
- Able to use statistical or graphical methods to calibrate and assess KPIs. Able to set alarms on metrics based on historical variance and calculate confidence intervals and statistical tests.
- Able to communicate your ideas effectively to achieve the right outcome for your team and customer.
- Work on large BI solutions and defining the team's BI strategy.
- Solutions are robust, extensible and scalable.
- Knows how to design and implement technical solutions with an appropriate analytics strategy and data set design.
- Understands system limitations, scaling factors, boundary conditions, and/or the reasons for technical decisions.
- Provides solutions that inform multiple team's business decisions.
- Drives best practices in operational excellence, data modelling, and analysis
- Communicate complex analytical insights and business implications effectively.
We are open to hiring candidates to work out of one of the following locations:
Edinburgh, SCB, GBR | London, GBR
BASIC QUALIFICATIONS
- Experience programming to extract, transform and clean large (multi-TB) data sets
- Experience with theory and practice of design of experiments and statistical analysis of results
- Experience using Cloud Storage and Computing technologies such as AWS Redshift, S3, Hadoop, etc.
- Experience in scripting for automation (e.g. Python) and advanced SQL skills.
- Experience with theory and practice of information retrieval, data science, machine learning and data mining
- Experience working directly with business stakeholders to translate between data and business needs
- Experience with data visualization using Tableau, Quicksight, or similar tools
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
