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Description

Amazon seeks a Senior Business Intelligence Engineer to lead metrics and analytics in Customer Service. We are a customer-obsessed team looking for someone who adheres to the highest data quality and governance standards and can provide clear direction when surrounded by ambiguity.

Key job responsibilities

As a Senior Business Intelligence Engineer, you will support an emerging charter to enable a single content knowledge repository, generating accurate and consistent customer experiences. You will lead metrics and analytics for how CS knowledge is performing for customers within Amazon's worldwide Customer Service organization. You will:

- Design experiments for new software features through partnering with Product and Program Management teams

- Define necessary success metrics and build the required data pipelines

- Develop reporting and processes to enable self-service analytics through partnering with a worldwide team of customer service leaders

- Leverage cloud technologies (such as AWS) to solve challenging problems related to data warehousing of large datasets, high-availability data visualization, and data self-service

- Design and implement a reporting ecosystem and standards through working closely with technical managers, operations, and business leads

A day in the life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team

This role sits on a team within the Customer Engagement Technology (CET) Team. The CS Knowledge team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, and Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance, moving away from an output-driven approach based on static content types, to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.

Basic Qualifications

- 6+ years of professional or military experience

- 5+ years of SQL experience

- 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 with AWS technologies

- 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

Preferred Qualifications

- Experience working directly with business stakeholders to translate between data and business needs

- Experience managing, analyzing and communicating results to senior leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $117,300/year in our lowest geographic market up to $202,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.