AI-Driven Network Strategy & Staffing Analyst

Amazon; Seattle (WA); On-site; USD 80,000 - 101,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon.com Services LLC is seeking a Business Analyst in Network Strategy and Performance to own staffing analytics and AI-driven improvements across the Customer Service network. The role emphasizes independent work, cross-functional partnership, and proactive problem solving to optimize service levels and customer experience.

You will operationalize long- and short-term staffing plans, partner with site Operations, planning teams, training, and finance, and apply AI tools to accelerate

Qualifications

• 2+ years of program or project management experience.
• 1+ years of supply chain experience.
• Knowledge of Lean principles and DMAIC methodology.
• Experience in MS Access and SQL.
• Experience in requirement gathering and ability to write clear and detailed requirement document.

Responsibilities

• Create and maintain CSA shift schedules to meet short-term forecast and SL.
• Monitor staffing vs planned levels and take corrective actions to improve SL.
• Ensure CSA adherence to schedules including productive and non-productive time.
• Collaborate with leaders to identify risks and create mitigation plans for staffing and SL recovery.
• Coordinate site-staffing needs including reporting and analysis of headcount.
• Monitor CSA burnout indicators and aid in interventions to prevent issues.
• Coordinate cross-training, new-hires, and shift rotation per business needs.
• Create work schedules and address headcount deficiencies and overages.
• Investigate defects and systemic drivers to prevent recurrence; highlight impactful metrics.

Skills

Program management

Supply chain

Analytical thinking

Cross-functional collaboration

Tools

MS Access

SQL

Job description

Amazon.com Services LLC is seeking a Business Analyst in Network Strategy and Performance to own staffing analytics and AI-driven improvements across the Customer Service network. The role emphasizes independent work, cross-functional partnership, and proactive problem solving to optimize service levels and customer experience.

You will operationalize long- and short-term staffing plans, partner with site Operations, planning teams, training, and finance, and apply AI tools to accelerate