Amazon is seeking an experienced leader to own the vision of Analytics for India CS. As Manager Machine you will lead a team of Business Analysts to a) define an agenda for how to apply advanced analytics techniques to solve customer and associate problems, b) deliver business insights which help drive improvement in our defect metrics and drive customer satisfaction across Amazon India organization and c) own the reporting function on key CS business metrics.
You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives.
You will partner closely with program, product and technology teams (within Customer Service and across partner teams) to define and build innovative and delightful experiences for customers.
You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive product development at Amazon speed.
Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.
Effectively manage customer expectations and resolve conflicts that balance client and company needs.
Drive team to manage complex deep-dives, map dependencies, remove bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints.
Develop processes to effectively maintain and disseminate information to stakeholders.
Be successful in a delivery focused environment and determining the right processes to make the team successful.
This opportunity requires excellent technical, problem solving, and communication skills. The candidate is not just a insights drivers but influences stakeholders to get things done.
Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.
Build and manage a very strong team of business analysts who use data and metrics to drive decision-making and innovate on behalf of the customer.
History of teamwork and willingness to roll up one's sleeves to get the job done
Strong attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously
Experience managing a team of business analysts to deliver results and measure their success
Analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and develop / present business cases
Experience working cross functionally
Presentation and written communication skills are essential : clear, organized, concise with an ability to adapt to appropriate audience
Experience using HTML, PERL / Ruby / Python / PHP, SQL, Java, AJAX programming languages
Experience with SQL and scripting (bash, perl or python) ability
Experience with complex problem solving and analysis using statistical methods, financial modeling, and network optimization modeling
6-7 years proven experience in data analysis, report building, research or similar work with an emphasis on customer service or product management
Bachelor s degree in Engineering or in a related technical field
MBA from top tier B-School
Strong analytical and organization skills
Proven ability to develop new ideas and creative solutions
Proven ability to work successfully in an ambiguous environment
Exceptional interpersonal and communication (both written and verbal) skills
Ability to multitask and manage multiple projects - work prioritization, planning and task delegation