Job: WW Retail Quality Analysis Manager

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We are looking for a high-octane thinker to join our world-wide (WW) Customer Service Operations Analysis team as Manager, WW Retail Quality Analysis. 

As the WW Retail Quality Analysis Manager, you will champion identifying and implementing customer service strategies that make Amazon’s inbound customer contact experience world-class. You will oversee a small, strategically-focused team whose main goals are to leverage data/analysis to better understand inbound customer contact needs and to optimize our support strategies to provide an unparalleled level of quality. This is a high visibility role with heavy interaction across senior Customer Service management ranks. Analytical ingenuity and leadership, coupled with demonstrated cross-functional operations partnership, are critical skills for this role.

Key Responsibilities:

-Build, maintain and improve Amazon Customer Service quality measurement frameworks. Leverage multiple data sources (customer feedback surveys, contact transcripts, Customer Service operations performance data, etc.) to generate innovative ways to evaluate, measure, and augment Amazon’s inbound customer service experience.

-Evangelize customer service quality improvements across WW Customer Service Operations and gain buy-in from senior leadership on proposed changes. Partner with regional (North America, Europe, Far East) operations teams to implement global initiatives.

-Manage and develop supporting analyst team to create further scale/efficiency within the group.

The ideal candidate has an accomplished professional background with demonstrated proficiency in advanced mathematics and/or statistics. She/he is comfortable creating strategic recommendations in a thoughtful, yet concise, manner and obtaining organizational “buy-in” at senior levels. She/he is well-organized, can manage multiple analyses/projects simultaneously, and is intellectually curious.- 5+ years’ experience as a business or operations analyst with an emphasis on customer service or product management
- Degree in mathematics, statistics, computer science, engineering, economics or related field
- Experience with one or more of the following tools:
- SPSS, SAS or other statistical software packages
- SQL or comparable data querying packages
- Excel and/or Access skills (intermediate to advanced proficiency)
- MBA
- Excellent speaking-listening-writing skills
- Ability to work successfully in a dynamic, ambiguous environment
- Experience with text/data-mining software packages
- Ability to meet tight deadlines and prioritize workloads
- Ability to develop new ideas and creative solutions

Amazon is an equal opportunity employer.

** For more information on career opportunities with Amazon Customer Service, please visit http://amazon.com/csjobs **

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