Business Analyst , Customer Success

Job summary

Advertising at Amazon is a fast-growing multi-billion dollar business that spans desktop, mobile and connected devices; encompasses ads on Amazon and a vast network of hundreds of thousands of third-party publishers; and extends across the US, EU, and an increasing number of international geographies.

Operating horizontally across almost all Amazon Advertising products, Supply Quality leverages proprietary and third-party technology to provide these products: invalid traffic (IVT) filtration, viewability prediction, and measurement, and content adjacency policy enforcement capabilities. Together, these products ensure that Amazon’s retail, advertiser, and publisher customers have a high-quality advertising experience and build trust that helps drive repeat customers. The Transparency & Trust team is tasked with winning and maintaining industry certifications and accreditations that are important to Amazon Advertising customers, and with ensuring a great customer experience by expediently addressing customer escalations about Supply Quality.

Within Transparency & Trust, we are looking for a Business Analyst to join the Supply Quality Customer Success team to work on data and business problems regarding customer escalations. You’ll own and execute aspects of the database, data management, data pre-processing, and inference considerations towards continually improving ongoing analysis processes and delivering faster investigative turnarounds. As a part of the Customer Success team, you will work with Business Analysts, Engineers, Scientists, within the Supply Quality team, and coordinate with the other advertising technology engineering, business, and operations teams.

Key job responsibilities

• Conduct investigations of customer issues and ensure they are resolved within targeted SLAs.
• Run complex analyses, and deep dive into large data sets using SQL, and other data manipulation languages to root cause customer issues.
• Perform large-scale data mining to find trends and problems, then communicate and drive corrective action.
• Work with partners and stakeholders including Supply Quality teams, and another advertising engineering, business, and operations teams to get the right resolutions.
• Implement process improvement and automation projects. Develop SOPs, and create and standardize analytical approaches toward speeding up analysis.
• Own generation of metrics and reporting to support regular business reviews and ad-hoc analyses, including communicating them to external teams and stakeholders.

Basic Qualification

• 1+ years of experience in financial/business analysis
• Experience with SQL or ETL
• Experience defining requirements and using data and metrics to draw business insights

Preferred Qualification

• A bachelor’s degree at a well-regarded institution
• 3+ years of relevant experience in a business analyst/data analyst/statistical analysis role
• Advanced working knowledge of data mining and analysis using SQL, ETL, visualization tools
• Excellent written and spoken communication skills