Sr. Business Intelligence Engineer, Amazon Leo Global Customer Operations

Amazon Leo Voice Of The Customer Business Intelligence Engineer

Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

As a Voice of the Customer (VoC) Business Intelligence Engineer for the Amazon Leo Global Customer Operations team, you will build customer-centric analytics across Leo's global organizations. You will immerse yourself in all facets of Leo customer operations and become a trusted partner to stakeholders by sharing data-driven insights based on a deep understanding of the business and customer journey. You will build and manage data infrastructure, develop and improve analytics products, simplify data access, and unlock self-service insights. Through tooling, automation, data analysis, and statistical modeling, you will create solutions to continuously measure KPIs and empower stakeholders with the data and insights they need to improve the customer experience.

The ideal candidate will have a passion for proactively driving data-based decision making. They will also have a curiosity for learning about the business and suggesting new ways to leverage analytics to advance business objectives.

Key Job Responsibilities

• Work closely with teams across Leo (e.g., Customer Service, Field Services, Marketing) to understand the customer journey and provide analysis to guide improvements.
• In partnership with the VoC program team, develop key metrics and performance indicators to measure overall performance and provide foundation for continuous improvement.
• Own data gathering and manipulation, synthesis and modeling, problem solving, and communication of insights and recommendations.
• Learn and understand a broad range of Leo's data resources and know how, when, and which to use. Build self-service reporting, establishing automated processes for large scale data analysis.
• Understand and write high quality queries to retrieve and analyze data (ongoing reporting and ad-hoc requests).
• Define analytical approaches and metrics strategy to uncover new insights and formulate recommendations that improve the customer experience and efficiency.

Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

A day in the life you will lead our efforts to develop the data infrastructure and analytical tools Amazon Leo needs to launch a service that customers love. This will involve collaborating with stakeholders to understand their goals and challenges, working with software and product teams to source data, and developing analyses and self-serve analytics tools (e.g., AWS QuickSight dashboards) to empower the business with data and insights.

About the team Global Customer Operations is part of the Worldwide Consumer team. Our mission is to plan, develop and execute on strategies to launch and operate Amazon Leo services globally through multiple distribution channels. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships and fixed service operations in service enabled countries.