Sr. Economist, Amazon Customer Service

Amazon; Seattle (WA); On-site; USD 143,000 - 248,000; Full time

Job summary

An established industry player is looking for a Senior Economist to enhance customer experience through insightful analysis and strategic recommendations. In this role, you will develop causal and machine learning models, lead scientific research, and coordinate efforts across teams to resolve product and service defects. You'll have the opportunity to influence policies and optimize responses to customer contacts. This position offers a dynamic work environment where your contributions can significantly impact the customer experience on a global scale. Join a company that values diverse backgrounds and experiences, and be part of a team that strives for excellence in customer service.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Maternity Leave

Paid Time Off

401(k) Plan

Qualifications

• PhD in economics or equivalent required.
• Experience in econometrics and quantitative methods preferred.

Responsibilities

• Develop causal, economic, and machine learning models at scale.
• Lead strategic discussions with senior leaders to guide policies.

Skills

Econometrics

Statistical Modeling

Machine Learning

Data Analysis

Communication Skills

Education

PhD in Economics

Tools

R

Python

STATA

Spark

Job description

Job ID: 2951532 | Amazon.com Services LLC

We are seeking a highly skilled Senior Economist responsible for measuring and understanding how our product and service defects impact customers and then assist teams across Amazon in prioritizing their resolution through insightful analysis and strategic recommendations. You will spearhead efforts to estimate the benefits of different remediation actions to optimize how we respond to customer contacts and and value the impact of changes to our concession policy with the goal of enhancing the overall customer experience across our platform.

Key job responsibilities
- Development of Causal, Economic, and Machine Learning models at scale.
- Lead Scientific Research, coordinate efforts across teams, develop scientific culture.
- Lead strategic discussions with senior leaders across the company to guide and inform policies.


A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
The Worldwide Defect Elimination (WWDE) team's mission is to understand and resolve all issues impacting customers at scale. WWDE is an organization within Amazon Customer Service (CS) that innovates with technology to remove friction in connecting organizations to customer experiences. Our vision is to be the ultimate steward of the Voice of the Customer (VoC), empowering CS and Amazon teams to easily measure, listen, and act on customer feedback. The team broadly supports defect detection (VoC) and root cause identification and resolving (Andon Cord) to re-gain customer trust (Concession). We support these services with a combination of engineering and science. The Customer Service Economics & Optimization team is a force multiplier within this group, helping to understand the impact of customer issues, changes to our policies, and optimizing the customer experience through causal analysis of data.

BASIC QUALIFICATIONS

- PhD in economics or equivalent
- Experience in econometrics (e.g., program evaluation, forecasting, time series, panel data, or high dimensional problems), economic theory, and quantitative methods

PREFERRED QUALIFICATIONS

- Experience in building statistical models using R, Python, STATA, or a related software
- Experience working with very large, disparate data sets and big data tools such as Spark
- Experience in implementing modern machine-learning methods (e.g., boosted regression trees, random forests, neural networks)
- Ability to handle multiple competing priorities in a fast-paced environment
- Excellent written and verbal communication skills
- 5+ Years of Experience Developing Causal Models

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $143,300/year in our lowest geographic market up to $247,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.