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Mgr, Business Intelligence Engineering, WWGS Tech Support Analytics and Operations
Amazon
IT, Customer Service, Operations, Data Science
Austin, TX, USA
Posted on Mar 5, 2025
DESCRIPTION
Join us on our mission to once again revolutionize the way the world shops. We are the Amazon Worldwide Grocery Store Technology Support Team, responsible for core retail technologies in state-of-the-art grocery stores.
About the Role:
We're seeking a leader to oversee our Reporting and Analytics team within Tech Support. This role will provide strategic leadership and operational oversight for a team of data and visualization analysts responsible for providing (1) data-insights through ServiceNow Platform Analytics as well as Amazon BI tooling (QuickSight) when needed, (2) trend analysis to identify key drivers in anomalous activity, (3) creation of predictive modeling within ServiceNow’s predictive intelligence, (4) general data governance, (5) and providing input to the strategic roadmap for continued growth and maturity in the data team.
The successful candidate will drive data-driven decision-making, foster cross-functional partnerships, propose and implement new tooling and approaches to data science to mature our ways of working, and elevate support for our store and end users.
Key job responsibilities
1. Lead and develop a high-performing team of analysts and data engineers, ensuring technical proficiency and operational excellence.
2. Oversee the delivery of timely, accurate reporting and analytics to internal and external stakeholders, including proactive trend monitoring and data governance.
3. Partner with Major Incident Management, Problem Management, Tech Support, Retail, and Supply Chain Support and Engineering teams to drive data-centric improvements.
4. Define and implement data stack and operating data governance models across the team.
5. Develop and implement strategies to continuously improve data quality, metrics, and analytical processes.
6. Manage multiple high-priority projects and initiatives, aligning team efforts with business objectives.
7. Serve as a senior technical resource for complex analytics projects and data science challenges.
8. Collaborate with senior Technology leadership to innovate solution strategies and contribute to departmental strategy development.
9. Present project progress, insights, and recommendations to senior leadership effectively.
Required Skills and Experience:
- Bachelor's degree in a technical field with 7-10 years of relevant experience, or equivalent combination of education and experience
- Advanced proficiency in data visualization tools, particularly ServiceNow Platform Analytics and QuickSight (5+ years experience)
- Strong understanding of ServiceNow and Amazon tooling
- Experience with scripting languages (R or Python preferred) and Splunk
- Expert-level Excel skills
- Proven track record in developing and motivating team members
- Strong business acumen and ability to translate complex data into actionable insights
- Excellent communication and presentation skills, with the ability to engage stakeholders at all levels
Preferred Qualifications:
- Experience in retail or supply chain analytics
- Familiarity with machine learning and advanced statistical techniques
About the team
The Reporting and Analytics team transforms Tech Support operational data into actionable intelligence that drives service improvement and strategic decision-making. Through comprehensive dashboards and real-time analytics, we provide leaders and teams with visibility into performance metrics, trend analysis, and predictive insights across all support domains. Our work enables teams to identify operational inefficiencies, optimize resource allocation, and implement data-driven improvements to enhance service delivery.
Beyond traditional reporting, we're advancing our capabilities through machine learning initiatives within ServiceNow. These innovations are automating critical processes like major incident identification and ticket classification, reducing manual effort while improving accuracy and response times. Our analytics suite has become instrumental in supporting strategic initiatives, from daily operational decisions to long-term planning and process optimization.
BASIC QUALIFICATIONS
- Bachelor's degree in a technical field with 7-10 years of relevant experience, or equivalent combination of education and experience
- Advanced proficiency in data visualization tools, particularly ServiceNow Platform Analytics and QuickSight (5+ years experience)
- Strong understanding of ServiceNow and Amazon tooling
- Experience with scripting languages (R or Python preferred) and Splunk
- Expert-level Excel skills
- Proven track record in developing and motivating team members
- Strong business acumen and ability to translate complex data into actionable insights
- Excellent communication and presentation skills, with the ability to engage stakeholders at all levels
PREFERRED QUALIFICATIONS
- Experience in retail or supply chain analytics
- Familiarity with machine learning and advanced statistical techniques
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.