Analyst, Network Strategy and Performance, Network Strategy and Performance

Job :  |  Services LLC

As an Analyst within the Network Strategy Performance team, you will own analytics that directly shape where and how Amazon serves customers globally. You will model network scenarios spanning 100+ sites across 40+ countries, inform multi-year investment decisions, and deliver insights that influence headcount allocation, site strategy, and contact routing for one of the world's largest customer service networks. This isn't a reporting role - you'll tackle ambiguous, high-stakes questions:
Where should we expand next? How do we balance cost-to-serve against customer experience across geographies? What's the optimal site mix for the next three years? Your analysis will flow directly into monthly, OP and 3YP cycles that leadership uses to allocate resources. You will partner closely with Operations, Products, FP&A, and Service Delivery teams - identifying gaps, measuring performance, and driving automation and process improvement initiatives.

You will contribute to the team's AI-driven transformation agenda by applying AI tools to increase the speed, quality, and scale of analytical outputs.

• Own analytical inputs for network planning - model contact allocation scenarios, site investment options, and capacity strategies across geographies. Build and maintain the frameworks that determine how millions of weekly customer contacts are distributed across the global CS network, coordinating with Finance, and Service Delivery teams to ensure alignment with cost and CX targets.
• Translate complex or ambiguous network strategy questions into structured analysis - e.g., site expansion feasibility, cost-to-serve trade-offs, regional performance variance. Dive into the heart of ambiguous problems with non-defined inputs and outputs, identify root causes driving site or network-level performance gaps, and derive recommendations that influence headcount allocation, site investment, and network architecture decisions.
• Independently apply AI tools (e.g., Amazon Q, generative AI assistants, AgentZ) to accelerate analytical workflows, identifying opportunities to improve speed and quality of planning outputs. Develop side-of-desk automation for repetitive tasks within your workstream, demonstrating measurable productivity improvement.
• Design, implement, and support self-service analytics platforms that provide business teams with ad-hoc access to large datasets. Drive automation of data requirements by scaling data processes, creating dashboards, and building efficient queries across diverse data sources (contact volumes, productivity metrics, cost data, CX scores) to provide a holistic view of network performance.
• Communicate complex analytical insights and translate network performance data into clear narratives for Finance, Service delivery and senior leadership. Present analysis to leadership audiences with clarity and conviction. Participate in strategic and tactical planning discussions (OP, 3YP, QXG), producing well-structured documents that tie conclusions to business outcomes.

The Network Strategy and Performance (NSP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.

We analyze historical data and anticipate potential business events to accurately predict the number of Customer Service…