Customer Experience Analytics Lead – Delivery Performance

Amazon Inc.; Factoria (WA); Hybrid; USD 83,000 - 130,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon Air’s Customer Experience team is hiring a Business Analyst to build and maintain dashboards and data pipelines that improve delivery performance for customers. You will work with large data sources (Redshift, Andes, PerfectMile, DataCentral) to surface actionable insights for senior leaders and operations teams.

Responsibilities include owning metrics, performing root-cause analysis, and applying generative AI to automate monitoring and reporting workflows.

Qualifications

• Bachelor's degree or equivalent.
• 3+ years of tax, finance or a related analytical field experience.
• 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience.
• Experience with SQL.
• Experience making business recommendations and influencing stakeholders.

Responsibilities

• Own the design, development, and maintenance of operational dashboards and performance metrics that track delivery quality across the Amazon Air network, including DEA (Delivery Experience Attainment) and related indicators.
• Identify and investigate delivery performance gaps by diving deep into large, complex datasets across multiple data sources including Redshift, Andes, PerfectMile, and DataCentral.
• Build and maintain ETL pipelines and automated reporting solutions that reduce manual effort and improve the speed and accuracy of operational insights.
• Own the Misbucketing AIR process — identifying packages incorrectly attributed to Air operations and driving corrections through data — and continuously improve the intake and classification workflow.
• Support the AirWatch program by maintaining and improving dashboards that provide visibility into aircraft out-of-service events and their downstream impact on delivery performance.
• Partner with supply chain managers and operations leaders to translate business questions into analysis requirements, and present findings to senior stakeholders.
• Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis validation, and documentation — ensuring pipelines and dashboards can be independently maintained by others.
• Apply generative AI tools to accelerate insight generation and automate routine monitoring and reporting workflows.

Skills

Excel

Data analysis

Stakeholder management

VBA

Generative AI

Education

Bachelor's degree or equivalent

Tools

Tableau

SQL

AWS Redshift

ETL pipelines

Python/R

Job description

Amazon Air’s Customer Experience team is hiring a Business Analyst to build and maintain dashboards and data pipelines that improve delivery performance for customers. You will work with large data sources (Redshift, Andes, PerfectMile, DataCentral) to surface actionable insights for senior leaders and operations teams.

Responsibilities include owning metrics, performing root-cause analysis, and applying generative AI to automate monitoring and reporting workflows.