Business Analyst II - Business Operations

Amazon.com, Inc. Shoreline, WA

As one of the largest e-commerce companies in the world, Amazon processes billions of secure on-line transactions via a number of payment mechanisms, including credit cards, direct debit and electronic gift certificates. Transactions are processed on behalf of thousands of merchants, including Amazon.com. Amazon is known across the globe as the most trusted company on the Internet. We are committed to delivering an exceptional customer experience.

The Payments Platform owns and maintains the software which processes 20+ payment methods worldwide. The Business Operations Team supports the larger Payments Platform which includes software development, product management and technical operations. The Business Operations team is the first contact for payment transactional issues, receiving escalations from internal clients such as Customer Service, Finance, Accounting and Fraud as well as third party partners and banks relied upon to process payments. Additionally this team is responsible for driving operational efficiencies and escalation reduction opportunities. This team also manages the operational relationship with third party payment partners, advocating for customer experience and driving operational improvements.

The Payments Business Analyst II is responsible for driving operational excellence within payments. In this role you will identify and drive to resolution payments issues impacting customers on a global scale. You will work to identify, execute, and drive projects with internal and external business partners to improve the Customer Payments Experience across Amazon. You will collaborate with teams across Amazon to improve business processes to increase operational efficiencies.

The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings as well as the behavior of Amazon's internal systems. He or she will be analytical in their decision making, with a demonstrated ability to drive issues to completion.

Primary Responsibilities:

Work in a deep area of coverage on complex issues, routinely working on issues that impact large number of customers and driving root cause resolution with engineering teams and/or external partners. Deliver moderately-complex medium to large scale projects from initiation through delivery and ongoing support with global expansion in mind. Identify and evaluate potential risks/obstacles with minimal direction from senior program managers. Determines appropriate corrective action. Engage in ad-hoc SQL queries and reporting to support business cases for your projects. Proactively drive customer experience and operational excellence payment methods used by Amazon customers. Successfully build business requirements that technical teams use to implement projects you sponsor.

Basic Qualifications

BA/BS degree. 5+ years relevant experience. Demonstrated superior written and oral communications skills with the ability to interact with internal customers and external partners in a professional manner.

Preferred Qualifications

Payments industry experience. Fluency in Spanish.

Strong analytical skills with demonstrated problem solving ability. Skilled in prioritization. Makes the right tradeoffs between schedule, resources, and scope in order to address major risks, challenges and obstacles. Data driven and can successfully obtain and use data to support arguments. Previous experience in which high levels of initiative, judgment, and tact has been demonstrated. Proven ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible. Candidate should possess superior customer service skills in dealing with users at all levels in a team environment. Excellent judgment and independent decision making skills. Proven ability to interact effectively in a cross-functional team. Proficient in Microsoft Office suite.

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