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Business Intelligence Engineer, D2AS Concessions

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
We combine data analytics and customer obsession to help make Amazon the Earth’s most customer centric company. Using predictive analytics and truly huge amounts of device and digital service usage data we aim to understand our customer pain points, eliminate defects and predict emerging issues on a daily basis.

The Device, Digital & Alexa Support (D2AS) team works with some of the fastest growth areas in the company. Amazon introduced the first Kindle in 2007 – since then, we have expanded to become the best-selling e-reader family in the world. We have gone beyond Kindle with our powerhouse Fire tablets, built for work and play with our Fire operating system. For streaming media lovers, we have created Amazon Fire TV, Fire TV Stick, and Fire TV Edition with voice search. Fire TV devices come with access to 500,000 movies, TV shows, and tens of thousands of channels, and apps. In 2014, we introduced Amazon Echo and Alexa, the voice service that powers Echo and other devices so customers can play music, control their smart homes, and get information, news, weather, and more using just their voice. Alexa is now integrated with over 20,000 third party devices from 3,500 brands. Alexa has 50,000 skills and developers in 180 countries.

The Device, Digital and Alexa Support (D2AS) function is looking for a motivated individual with proven analytical skills and practical experience to join the concessions team as a Business Intelligence Engineer. We’re looking for someone who possesses a solid BI engineering background, building and analyzing data, identifying key business trends, building the right metrics to measure success criteria and developing validation methodologies. In this role you will also be responsible for D2AS Concessions defect per million opportunities (DPMO) forecast and run the weekly business review (WBR) for D2AS concessions.

Key job responsibilities

  • Engage closely with finance, business teams’ business intelligence engineers (BIE), and data engineers on developing D2AS concessions forecast models
  • Define, build and analyze concessions metrics to uncover trends and root causes of issues.
  • Own the design, development, and maintenance of ongoing concessions metrics, weekly reports, analyses, dashboards, etc. to drive business decisions
  • Make recommendations for new metrics, techniques, and strategies to improve the operational and quality metrics.
  • Develop Concession reduction validation methodology against different types of improvements and get alignment with finance
  • Participate in strategic & tactical planning discussions
  • Standardize data and report consumption across all customer groups.
  • Partner with Data engineers and software development engineers, to define the data elements and data structure that the team should leverage to enable capabilities

About the team
The D2AS Concessions is a team of product and program managers within research science and analytics organization. We are responsible for the systems and tools design which allow customer service associates offer refund or returns while there is a broken customer experience. Additionally, we are the owner to drive D2AS concession reduction via process improvement, policy optimization and defect elimination by partnering with variance business stakeholders. Our vision is to establish and evolve the systems and tools that offer effortless, seamless, reasonable, and customer delightful resolutions to solve customers’ issues.

BASIC QUALIFICATIONS

  • Bachelor’s degree in Computer Science, Mathematics, Operations Research, Statistics, Information Systems or related field; or equivalent experience
  • 5+ years of relevant work experience in data science, business analytics, business intelligence (BI), or comparable experience in big data environments
  • Proficiency with data mining, data querying or modeling technique with SQL
  • Build scalable solutions / self-serve platforms that will provide data / KPIs to inform business decision making
  • Confidence in dealing with technical and non-technical senior level staff
  • Ability to operate successfully and independently in a fast-paced environment
  • Experience defining and driving a BI roadmap
  • Be comfortable with ambiguity and curious to learn new skills

PREFERRED QUALIFICATIONS

  • Master’s degree in BI, Finance, Engineering, Statistics, Computer Science, Mathematics, Finance or related field required
  • 5+ years in relevant experience as data scientist, data engineer, software engineer, business intelligence engineer, or equivalent
  • Strong analytic and quantitative skills with experience using data and metrics to test theories, confirm assumptions, and measure success
  • Analyst in a company with large, complex data sources and cross functional collaboration
  • Familiarity with Amazon’s cloud infrastructure including EC2, S3 and Redshift
  • Experience with data visualization tools such as Tableau/QuickSight
  • Experience in ETL developing and implementing large scale complex data flows
  • Experience working with a coding language (Ruby/Python/Java etc.)
  • Strong verbal/written communication and data presentation skills, including the ability to effectively develop and communicate clear, thoughtful, and comprehensive analyses.
  • Strong critical thinking skills and attention to detail

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 https://www.amazon.jobs/en/disability/us.

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Business Intelligence Engineer, D2AS Concessions

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Amazon

Our mission: To be Earth's most customer-centric company.

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