ROC Central Strategy, WFM Real-time Analyst

Central Strategy team of ROC (Relay Operations Center) team which supports NA and EU Surface Transportation Operations, is seeking self motivated team players for the Real-time monitoring team in WFM (Workforce Management). The Surface Transportation Operations team addresses disruptions in the Middle Mile network, supporting drivers and carriers faced with unexpected events (poor weather, road closures, unexpected surges in volume, mechanical breakdowns, etc. ) to allow them to deliver packages safely and on time.

We are looking for an exceptional RTA (Real Time Analyst) who is passionate about the Customer experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as a RTA (Real Time Analyst). The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning in real time and a demonstrated ability to think broadly and strategically about Amazon ROC initiatives. He/she will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The RTA (Real Time Analyst) serves as a resource, advisor, and close working partner with our Site Leader, Operation Managers, front-line Leads, Training, Recruitment, other Capacity Planning members and Operations Teams at site/network level. This role is critical in maintaining our 24/7 operational excellence and requires individuals who thrive in a dynamic environment and are committed to delivering exceptional results.

Key job responsibilities
Responsibilities include, but are not limited to:
1. Continuously monitor the real time network performance and take actions to mitigate any risk to metrics and customer experience.
2. Maintain constant communication with site operations, senior leadership, technology teams and other internal stakeholders on status of real time metrics.
3. Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and associate experience.
4. Define and scope projects by working closely with internal teams and their clients to understand their needs and priorities.
5. Plan and execute the identified projects by working with various teams.
6. Dive deep into data/process, identify problems and identify solution if possible and present to leadership.
7. Manage the analysis of daily, weekly, and monthly reporting of key performance indicators of Planning.
- Bachelor's degree or equivalent
- 2+ years of complex Excel VBA macros writing experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL