Senior Analyst, NSP Network Solutions

• As Senior Analyst - Network Strategy and Performance, you will own end-to-end network planning for Amazon's Customer Service network, including outsourced (Global Outsourcing) sites. You will work at the intersection of data, strategy, and operations — translating complex demand signals into accurate staffing plans that protect customer experience while delivering cost efficiency.
• You will operate independently, managing ambiguity with rigor and judgment. You will partner closely with CS Operations, Global Outsourcing (GO) Vendor Management, CS Finance, Service Delivery, and Planning Intelligence teams. You will present your analysis and recommendations independently to senior stakeholders, influence planning decisions through well-reasoned, data-backed arguments, and contribute to the team's AI-driven transformation agenda.
• This role participates in weekly, monthly, and quarterly business reviews and directly influences outsourcing and staffing decisions across the CS network.

• Key job responsibilities
• - Own the development, maintenance, and execution of network capacity plans for internal and outsourced sites, covering short-term (4-week), operational (monthly/quarterly), and long-term (3-year) planning horizons.
• - Proactively identify and mitigate capacity risks by mapping dependencies across internal sites and Global Outsourcing vendor partners. Communicate risks and mitigation plans to the right stakeholders clearly and with specificity. Coordinate with CS Operations and GO Vendor Management teams to ensure staffing plans are aligned with service level targets and outsourcing strategy.
• - Support quarterly submissions to CS Finance, providing accurate Year-to-Go (YTG) labor cost projections and revisions versus OP targets.
• - Independently apply AI tools (e.g., AgentZ, Kiro) to improve planning workflows without prompting, identifying opportunities to increase the speed, quality, and scale of planning outputs. Develop side-of-desk automation for repetitive tasks within your planning workstream, demonstrating measurable productivity improvement.
• - Build repeatable frameworks that prevent entire categories of planning problems from recurring, becoming the go-to resource when a planning challenge is genuinely hard.
• - Present analysis and planning recommendations to senior stakeholders independently, adapting your communication style for technical and non-technical, operational and strategic audiences. Write clear, concise, and compelling narratives for QBRs, MBRs, and planning reviews. Documents must meet Amazon's standard formatting guidelines, with conclusions that tie to the organization's working-backwards framework.
• - Communicate complex planning ideas in a way that is accessible to senior, non-expert audiences. Align cross-functional stakeholders (Operations, Finance, HR, Training and others) to embed planning inputs into execution and operational decision making.

• About the team
• The Network Strategy and Performance team defines and delivers the right human-assisted support to Amazon customers; 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.
• Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.

Basic qualifications

• - 6+ years of supply chain, forecasting, manufacturing, sourcing/procurement, or vendor management experience
• - Bachelor's degree
• - Experience using data and metrics to determine and drive improvements
• - Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• - Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
• - Experience working cross functionally with tech and non-tech teams

Preferred qualifications

• - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• - Knowledge of general AI tools

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