Senior Business Intelligence Engineer, Amazon Customer Service

Have you ever thought about what it takes to provide millions of customers with help across hundreds of social handles, globally, while protecting their privacy and security? The Customer Service - Social team within Amazon Customer Service (CS) is looking for a Sr. Business Intelligence Engineer (BIE) who is passionate about translating business problems into business insights, and can thrive working in a diverse, global team.

Key job responsibilities

- Define the organizations business intelligence strategy, and influence the architectural decisions.

- Provide business intelligence solutions that solve complex problems for the organization, and inform multiple business decisions.

- Build a robust, extensible, and scalable reporting structure.

- Contribute to business reviews, and communicate effectively with leadership audiences.

- Define, and iterate on data strategies that cross multiple CS teams.

- Drive best practices in operational excellence, data modelling, and analysis.

- Hire, mentor, and develop others

A day in the life

As a Sr. Business Intelligence Engineer within Customer Service - Social, you're helping us understand current, and past customer behavior, to influence the solutions we build to deliver the best future experience. You're constantly identifying ways in which we can improve our understanding of the business, to make faster, more confident decisions.

About the team

Social is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers' behavior varies by social media app, demographic, and the type of support they need. Customer Service - Social is innovating to meet those challenges, scaling service to the customers who need help today, and building new solutions for the next generation of customers. We benefit from being part of the wider Customer Service organization, one of the most tenured teams at Amazon, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat.

BASIC QUALIFICATIONS

- 10+ years of professional or military experience

- 5+ years of SQL experience

- 4+ years of processing large, multi-dimensional datasets from multiple sources experience

- Experience programming to extract, transform and clean large (multi-TB) data sets

- Experience in scripting for automation (e.g. Python) and advanced SQL skills.

- Experience with theory and practice of information retrieval, data science, machine learning and data mining

PREFERRED QUALIFICATIONS

- Experience working directly with business stakeholders to translate between data and business needs

- Experience managing, analyzing and communicating results to senior leadership

- Experience with AWS technologies

- Experience with theory and practice of design of experiments and statistical analysis of results

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 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

USA, WA, Seattle - 130,400.00 - 176,300.00 USD annually