Job Description

As Senior Network Performance Analyst – AI Transformation, you will own end-to-end network planning for Amazon's Customer Service network, including outsourced (Global Outsourcing) sites. You will work at the intersection of data, strategy, and operations — translating complex demand signals into accurate staffing plans that protect customer experience while delivering cost efficiency.

You will operate independently, managing ambiguity with rigor and judgment. You will partner closely with CS Operations, Global Outsourcing (GO) Vendor Management, CS Finance, Service Delivery, and Planning Intelligence teams. You will present your analysis and recommendations independently to senior leadership influence planning decisions through well-reasoned, data-backed arguments, and contribute to the team's AI-driven transformation agenda.

This role participates in weekly, monthly, and quarterly business reviews and directly influences outsourcing and staffing decisions across the CS network.

Key job responsibilities

• Own the development, maintenance, and execution of network capacity plans for internal and outsourced sites, covering short-term (4-week), operational (monthly/quarterly), and long-term (3-year) planning horizons.
• Proactively identify and mitigate capacity risks by mapping dependencies across internal sites and Global Outsourcing vendor partners. Communicate risks and mitigation plans to the right stakeholders clearly and with specificity. Coordinate with CS Operations and GO Vendor Management teams to ensure staffing plans are aligned with service level targets and outsourcing strategy.
• Support quarterly submissions to CS Finance, providing accurate Year-to-Go (YTG) labor cost projections and revisions versus OP targets.
• Independently apply AI tools (e.g., AgentZ, Kiro) to improve planning workflows without prompting, identifying opportunities to increase the speed, quality, and scale of planning outputs. Develop side-of-desk automation for repetitive tasks within your planning workstream, demonstrating measurable productivity improvement.
• Build repeatable frameworks that prevent entire categories of planning problems from recurring, becoming the go-to resource when a planning challenge is genuinely hard.
• Present analysis and planning recommendations to leadership independently, adapting your communication style for technical and non-technical, operational and strategic audiences.
• Write clear, concise, and compelling narratives for QBRs, MBRs, and planning reviews. Documents must meet Amazon's standard formatting guidelines, with conclusions that tie to the organization's working-backwards framework.
• Communicate complex planning ideas in a way that is accessible to senior, non-expert audiences. Align cross-functional stakeholders (Operations, Finance, HR, Training and others) to embed planning inputs into execution and operational decision making.

About the team

The Network Strategy and Performance (NSP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.

We analyze historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.

The NSP team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking an Senior Network Performance Analyst – AI Transformation to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.

Basic Qualifications

• 5+ years of program or project management experience
• 5+ years of supply chain experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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 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.

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 https://amazon.jobs/en/benefits.

USA, WA, Seattle - 115,400.00 - 160,000.00 USD annually