Customer Analytics Manager
Amazon
Flores , H, CR
hace 3 días

DESCRIPTION

Audible, Inc. is the world’s largest seller and producer of spoken audio entertainment, information and educational programming.

Since inventing and commercializing the first portable digital audio player in 1997, our focus on technological innovation and superior programming has earned us millions of subscribers around the world.

We’re an Amazon subsidiary with a presence on three different continents, yet we maintain a startup vibe and small company feel.

We offer more than 300,000 downloadable audiobooks, audio editions of periodicals, and other programs, and an escalating array of listening products that enrich daily life for a growing population of people who want to be more productive, well-informed, and thoughtfully entertained

This role is responsible for quantitative

data analysis and visualization. By combining a deep understanding of business concepts with knowledge of statistics

and exploratory data analysis, you will uncover actionable insights and catalyze change for your internal customers, as

well as Audible listeners. Your analyses may take the form of root cause analysis, impact assessment, Voice of the

Customer deep dives, and more all with the goals of building a better product, reducing cost, increasing efficiency, and

ultimately improving customer experience. In the process, you will forge strong relationships with key cross-functional

partners while developing a deep knowledge of Customer Care and the Audible business.

ABOUT YOU

  • You are Curious. You are highly inquisitive, possessing a natural desire to ask questions and test hypotheses, and
  • you don’t feel satisfied until you achieve a fundamental level of understanding. You embrace a lifelong learner

    mentality.

  • You are Bright. You excel at solving abstract problems with data. You grasp new concepts quickly and are eager
  • to learn anything that will create value. You also easily navigate the people aspects of a complex, global

    organization.

  • You are Bold. You are a self-starter, taking initiative and driving progress with minimal direction. You are not
  • afraid to challenge the status quo, finding novel solutions to problems. You thrive in a culture of empowerment,

    innovation, and rapid change.

  • You are Passionate. You are excited by everything data, and you play with data just for fun. You imbue a passion
  • for excellence into everything you do, not only raising the bar, but also having fun along the way. You love using

    data to drive product, process, and technology improvements.

    BASIC QUALIFICATIONS

    BA / BS in Engineering, Business Analytics, Information Systems, Statistics, or other quantitative field

  • 4+ years of related experience
  • Solid understanding of data concepts (databases, schemas, warehousing, ETL, data quality, etc.)
  • Experience with complex data gathering and analysis (e.g. SQL, R, Excel)
  • Experience with programming / scripting languages (e.g. R, Python, Bash, Powershell, VBA)
  • Experience creating and sharing data visualizations (e.g. Tableau, MicroStrategy)
  • Experience working in Linux / Unix environments through Command Line Interfaces
  • Experience applying statistical concepts (distributions, hypothesis testing, confidence intervals) to real-world
  • applications

  • Experience analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling
  • narratives, and providing recommendations on complex topics

  • Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders
  • Experience working with and communicating to senior managers
  • PREFERRED QUALIFICATIONS

  • Experience working in an organization focused on customer experience, preferably Customer Service
  • Experience with Redshift SQL and NoSQL databases like DynamoDB
  • Familiarity with utilizing resources from the AWS technology stack (e.g. EC2, S3, EMR)
  • Experience guiding and mentoring junior analysts
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