Business Analyst - Customer Experience

Description

Amazon Air operates more than 100 flights a day across North America and is growing fast. The Customer Experience (CX) team owns the analytical frameworks that connect fleet performance, network operations, and on-time delivery outcomes for customers.
We are looking for a Business Analyst who can work on complex, ambiguous problems and turn operational data into clear, actionable insights. You will build and maintain the metrics, dashboards, and data pipelines that drive daily and weekly decision-making across the Amazon Air network. Your work will directly shape how the team understands and improves delivery performance for customers.

Key job responsibilities
• Own the design, development, and maintenance of operational dashboards and performance metrics that track delivery quality across the Amazon Air network, including DEA (Delivery Experience Attainment) and related indicators.
• Identify and investigate delivery performance gaps by diving deep into large, complex datasets across multiple data sources including Redshift, Andes, PerfectMile, and DataCentral.
• Build and maintain ETL pipelines and automated reporting solutions that reduce manual effort and improve the speed and accuracy of operational insights.
• Own the Misbucketing AIR process — identifying packages incorrectly attributed to Air operations and driving corrections through data — and continuously improve the intake and classification workflow.
• Support the AirWatch program by maintaining and improving dashboards that provide visibility into aircraft out-of-service events and their downstream impact on delivery performance.
• Partner with supply chain managers and operations leaders to translate business questions into analysis requirements, and present findings to senior stakeholders.
• Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis validation, and documentation — ensuring pipelines and dashboards can be independently maintained by others.
• Apply generative AI tools to accelerate insight generation and automate routine monitoring and reporting workflows.

A day in the life
On Monday, a delivery performance gap surfaces overnight. You pull the data, trace it to a root cause in the misbucketing pipeline, and have a draft fix to the data engineering team before the morning stand-up.
On Wednesday, an ops leader needs to understand why one gateway is running 15% above its defect target. You build the breakdown, identify the two drivers, and present a one-page summary that gets acted on the same day.
By Friday, you have pushed an updated dashboard to production, cutting a three-hour manual reporting process to fifteen minutes. The team uses it in Monday's business review.
No two weeks look the same.

About the team
Amazon Air's Customer Experience team sets the course for delivering more promises on time across a fast-growing network. We spot risks before they hit customers, and we build the mechanisms that turn a single root cause fix into a lasting improvement across the network.
We work directly with flight planning, linehaul, and data science teams to turn operational insight into action. We use GenAI to automate manual work so we can spend more time solving the next problem instead of reporting on the last one.
We are a small, hands-on team. Every person owns real outcomes, not just analysis.

Basic Qualifications

- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders
- Experience developing, deploying and managing AI products at scale

Preferred Qualifications

- Experience partnering with business leaders in highly complex and dynamic business settings
- Experience with SQL and database technologies such as AWS Redshift and expertise in performance tuning and scaling in a DWH environment
- Experience in ETL management/data pipeline
- Experience utilizing R or Python
- Experience in program management, logistics, operations, supply chain, transportation, or equivalent

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.