Business Intelligence Manager, Amazon Customer Service
Amazon
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At Amazon, we're working to be the most customer-centric company on earth. Customer Service (CS) is at the heart of what we do. Are you interested in shaping the future of Amazon CS globally and driving strategic initiatives that shape the future of support for our employees and customers? Customer Service Stores Solutions (CS3) is seeking a Business Intelligence Manager to lead its analytics and engineering team.
The ideal candidate will be a results-oriented leader who can thrive in an ambiguous and fast-paced business landscape. You should be analytically strong, data-driven, and customer-obsessed, with a proven ability to translate complex data into actionable insights. You will manage a high-performing team of Business Intelligence Engineers (BIEs), Data Engineers (DEs), and Analysts to build scalable reporting and analytics solutions that enable better decision-making across the organization.
As a leader, you will own key business metrics, drive automation, and standardize reporting frameworks to support Amazon Key’s growth. You should have excellent business and communication skills, strong stakeholder management abilities, and a deep understanding of how data can improve both customer experience and operational efficiency.
This position is open in Seattle, WA. Candidates must be based in or willing to relocate.
Key job responsibilities
- Team Leadership: Hire, develop, and lead a team of Business Intelligence Engineers (BIEs), Data Engineers (DEs), and Business/Data Analysts.
- Stakeholder Collaboration: Engage with senior leadership and cross-functional teams to understand data needs, provide scalable BI solutions, and influence leadership decisions through data.
- Data Strategy & Metrics: Define, track, and maintain key business metrics to monitor operational performance and drive business decisions.
- BI & Reporting Solutions: Design, implement, and support automated dashboards, reports, and self-service BI tools to democratize data across teams.
- Data Quality & Governance: Ensure data integrity, accuracy, and consistency in all reporting and analytics frameworks.
- Process Optimization: Drive automation and operational efficiencies in reporting pipelines, eliminating manual processes where possible.
- Deep-Dive Analytics: Conduct deep dives into large, complex datasets to identify trends, diagnose problems, and uncover opportunities for process improvement.
- Technical Collaboration: Partner with Data Engineering, Hardware, and Software Development teams to enable better data capture, integration, and storage solutions.
- Business Reviews: Own reporting for Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), and Weekly Business Reports (WBR).
- Data-Driven Decision Making: Leverage data and statistical analysis to drive recommendations that improve customer experience and operational efficiency.
A day in the life
Amazon offers a full range of benefits for 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
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!
This job is no longer accepting applications
See open jobs at Amazon.See open jobs similar to "Business Intelligence Manager, Amazon Customer Service" AnitaB.org.