Senior Network Performance Analyst – AI Transformation, Network Strategy and Performance

Role Overview - As Senior Network Performance Analyst AI Transformation you will own end-to-end network planning for Amazons 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


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 Amazons standard formatting guidelines with conclusions that tie to the organizations 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 analyse 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.

- Bachelors degree in supply chain business engineering finance or related technical or quantitative field
- 5 years of supply chain forecasting manufacturing sourcing/procurement or vendor management experience
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- Experience defining program requirements and using data and metrics to determine improvements

- 7 years of supply chain forecasting manufacturing sourcing/procurement or vendor management experience
- Masters 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 for more information. If the country/region youre applying in isnt 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 WA Seattle - 115400.00 - 160000.00 USD annually