Business Analyst, Network Strategy & Performance, Network Strategy and Performance

Amazon; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Amazon's Network Strategy and Performance team is seeking a Business Analyst to own processes and analytics that shape how we staff and serve customers globally. You will work cross-functionally to plan staffing, monitor forecasts, and drive AI-enabled improvements across the CS network.

You should bring 2+ years in data analysis, strong Excel and visualization skills, and a track record of turning data into actionable insights for senior leaders.

Qualifications

• Bachelor's degree or equivalent in a quantitative field.
• 2+ years in business/data analysis in supply chain or related analytical role.
• Experience applying AI tools or automation to improve productivity.
• Proficient in Excel and data visualization tools such as Tableau, Power BI, or QuickSight.
• Experience in financial/business analysis to derive insights.
• Ability to work in a dynamic and ambiguous environment.
• Strong written and verbal communication for senior stakeholders.

Responsibilities

• Create and maintain CSA shift schedules to meet forecast requirements and SL.
• Monitor staffing vs planned levels and adjust to improve SL.
• Plan CSA adherence to schedules including productive and non-productive time.
• Collaborate with leaders to identify risks and mitigation plans.
• Coordinate site staffing and report headcount per staffing plan.
• Monitor CSA burnout signals and implement interventions.
• Coordinate cross-training, new hires, and shift rotations.
• Create work schedules and resolve headcount gaps.
• Investigate defects to identify systemic drivers and report metrics.
• Build dashboards and alerts to catch defects early.
• Apply AI tools to accelerate analytics and automate repetitive tasks.

Skills

Excel VBA

Data visualization

Communication skills

Analytical reasoning

AI tools experience

Problem solving

Stakeholder communication

Education

Bachelor's degree in quantitative field

Master's degree in quantitative field

Tools

Excel

VBA

Tableau

Power BI

QuickSight

Python

R

Job description

Description

Business Analyst in Network Strategy and Performance owns processes & analytics that directly shape how Amazon serves customers globally. They are an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. They are self-motivated, operating independently in an autonomous environment to deliver an exceptional customer experience with little to no guidance. They operationalize the long- and short-term staffing plans, working cross-functionally with site Operations, planning teams, training, finance, and others. They will contribute to the team's AI-driven transformation agenda by applying AI tools to increase the speed, quality, and scale of analytical outputs. They do not just report or fix defects, but think critically about why they happen, what surrounds them, and how to prevent them — combining analytical rigor with a proactive, anticipatory mindset.

Key job responsibilities

• Create and accurately maintain CSA shift schedules ensuring shifts are optimally planned to meet the sites short term forecast requirements and Service Levels (SL).
• Monitor actual staffing levels against planned staffing and take the relevant corrective actions as required improve SL.
• Effectively plan and monitor CSA adherence to assigned schedule, including productive and non-productive activities.
• Work closely with mid to senior-level leaders across core teams to identify and mitigate emerging risks and assists in creating mitigation plans for staffing corrections and SL recovery.
• Responsible for coordinating site-staffing needs including reporting and analysis of site headcount numbers as per staffing plan.
• Understanding and monitor symptoms of CSA burnout, detecting the metrics that can signal these symptoms and assist in implementing interventions to eliminate outlier experiences.
• Responsible to coordinate various cross-training, new-hires, and management of network and site-wide shift rotation processes as per business need.
• Create work schedules for associates, identifies and proactively resolves headcount deficiencies and overages.
• Investigate defects and operational anomalies to identify systemic drivers (system-related, behavioral, or shared responsibility), not just symptoms. Highlight and communicate metrics impacting the operation that could impact service levels, customer experience, and business process.
• Build and maintain validation checks, dashboards, and automated alerts to catch defects early — before they impact customers or operations.
• Independently apply AI tools (e.g., Amazon Q, generative AI assistants, AgentZ) to accelerate analytical workflows, identifying opportunities to improve speed and quality of outputs.
• Apply AI tools to develop automation for repetitive tasks within your workstream, demonstrating measurable productivity improvement.

About the team

The Network Strategy and Performance (NP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.

We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.

The Network Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking a Business Analyst to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.

Basic Qualifications

• Bachelor's degree or equivalent in a quantitative field (Engineering, Economics, Mathematics, Statistics, Business, or related).
• 2+ years of experience in business analysis, data analysis in supply chain domain or related analytical role.
• Demonstrated experience building and applying AI tools or automation to improve individual and group productivity — including crafting effective prompts and critically evaluating AI-generated outputs in a professional setting.
• Proficient in Excel (including VBA, pivot tables, array functions, power pivots) and data visualization tools such as Tableau, Quick Sight, or Power BI.
• Experience in financial/business analysis — defining requirements and using data and metrics to draw business insights.
• Ability to work effectively in a dynamic and ambiguous environment, combining analytical rigor with sound judgment.
• Strong written and verbal communication skills; ability to present analysis clearly and concisely to senior stakeholders.

Preferred Qualifications

• Master's degree or equivalent in a quantitative field (Engineering, Economics, Mathematics, Statistics, Business, or related).
• Demonstrated experience building automation solutions using Python, R, or similar tools.
• Experience identifying opportunities to integrate AI solutions into workflows to drive efficiency and developing side-of-desk automation for repetitive tasks.
• Understanding of network planning, workforce management, or contact center operations.

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.