Amazon’s Account Integrity Team (AIT) within the Selling Partner Support organization is looking for a passionate, results-oriented Capacity Planning and Workforce Management (WFM) Analyst (similar to Business Analyst) to develop and execute annual and quarterly capacity planning cycles, manage the workforce schedules and lead the operations analytics and reporting. The incumbent will act as single point of contact for entire AIT and their key partners including Finance. The AIT team owns designing and building high performance software systems using machine learning that identify and prevent fraudulent activity and maintain high trust levels with our customers. Fraud and abuse prevention is a real-money game where our software and analytics teams strive to outsmart those who attempt to defraud Amazon and our customers.

Capacity Planning and WFM Analyst is an Individual Contributor for AIT, where you will i) collaborate with Program Managers, ML Managers, Operation Managers, and Risk Managers to understand the short-term and long-term business requirement to develop 5 capacity plans in a year and other process improvement related documents, ii) do workforce management, iii) build data pipelines and dashboards for Risk Mining and AIIS team, iv) build prediction models, Gen AI tools and drive automation initiatives.

• Key job responsibilities
• Develop and Maintain data sets and pipelines and lead reporting to track and manage important KPIs and goals across Risk Mining and Investigation Operations.
• Collaborate with stakeholders and develop capacity plans to present to leadership
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and callout changes to incoming contact patterns to operations and program team
• Publish Weekly Business Reviews (WBRs) and focus on optimizing and automating the data pipeline
• Support the the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. within SQL and other BI tools
• Identify the process gaps and build mechanisms to improve the processes

A day in the life

1. Build and run data pipelines to publish high quality WBR deck on time
2. Perform data analysis to provide insights to Operations, Risk Mining and Product teams
3. Lead the workforce management to ensure the Ops metrics are meeting the targets
4. Collaborate with stakeholders to understand their short-term and long-term requirement to build annual and quarterly capacity plans
5. Work with finance partners and contribute to Monthly and Quarterly Finance Reviews

About the team
This role will support existing teams that are based out of Costa Rica, India and the US.

Basic Qualifications

• Bachelor's degree or equivalent
• 1+ years of Excel or Tableau (data manipulation, macros, charts and pivot tables) experience
• Experience creating complex SQL queries joining multiple datasets, ETL DW concepts

Preferred Qualifications

• Master's degree in business, engineering, statistics, computer science, mathematics or related field
• Ability to leverage Gen AI tools

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