Business Intelligence Engineer, Leo Global Customer Operations

Job description

Amazon Leo is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.

As a Business Intelligence Engineer for the Leo Global Customer Operations team, you will build analytics across Leo’s global Customer Service and Field Operations 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. 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 Leo Customer Service and Field Operations with the data and insights they need to improve the customer experience and drive efficiency.

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 Leo Customer Service

and Field Operations teams to understand

their challenges and provide analysis to guide

decision making.

• Own data gathering and manipulation,

synthesis and modeling, problem solving, and

communication of insights and

recommendations.

• In partnership with Customer Service and Field

Operations teams, develop key metrics and

performance indicators to measure overall

performance and provide foundation for

continuous improvement.

• Learn and understand a broad range of

Leo’s data resources and know how, when,

and which to use.

• Build self-service reporting platforms,

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 Leo Global Customer Operations needs to launch and scale globally. 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 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.