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

Amazon; Metro Manila; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

AOSP - Manila is seeking a Business Analyst to own processes and analytics that shape how the organization serves customers globally. You will be an analytical problem solver, comfortable in a fast-paced, multi-tasked environment, and capable of operating independently to deliver an exceptional customer experience.

You will coordinate staffing plans, work cross-functionally with site Operations, planning teams, training, finance, and others, and contribute to an AI-driven transformation by

Qualifications

• Bachelor's degree or equivalent in a quantitative field.
• 2+ years in business analysis or analytics in a related domain.
• Proven experience applying AI or automation to boost productivity.
• Proficient in Excel and data visualization tools (Tableau/Power BI).
• Experience in financial/business analysis to derive insights.
• Ability to operate in a dynamic, ambiguous environment and communicate clearly.

Responsibilities

• Create and maintain CSA shift schedules to meet short-term forecasts and SL.
• Monitor staffing vs. plan and implement corrective actions to improve SL.
• Plan CSA adherence, including productive vs non-productive activities.
• Collaborate with leaders to mitigate risks and recovery plans.
• Coordinate site-staffing needs and report headcount per plan.
• Identify CSA burnout signals and implement interventions.
• Coordinate cross-training, new hires, and rotation processes.
• Develop work schedules and resolve headcount gaps and overages.
• Investigate defects and identify systemic drivers affecting service levels.

Skills

Communication

Analytical thinking

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent in quantitative field

Master's degree

Tools

Excel (VBA, pivot tables)

Power BI

Tableau

AI tools familiarity

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.

Company

AOSP - Manila

Job ID: A10570461