Amazon

Amazon's French Digital Customer Service department is seeking a Project Manager (Content Strategist) who will have responsibility for all Digital/Kindle Initiatives. The ideal candidate will support Amazons Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and technical skills. They will drive the programs strategy and roadmap, collaborate with business and development teams across the company to define functional requirements, design high level process and system solutions, and manage all aspects of the project execution including writing functional specifications, maintaining the project schedule, resolving or mitigating issues and risks, and communicating results throughout the organization. Main responsibilities -Acts as the point of contact for Customer Service (The voice of Customer Service) with business owners and other departments (transportation, Retail, Legal, PR etc.) on Digital/Kindle initiatives. -Build knowledge using clear, concise, visually appealing, and customer-focused content -Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development -Optimize content for usability and accessibility while maintaining a high bar for quality -Use superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of Amazon -Liaises with business groups to gather all Customer Service relevant information for Digital/Kindle Initiatives. -Identify opportunities to improve content development processes and tools Improve business metrics and content development processes using data analysis -Liaises with the Digital Team to define and scope the technical requirements for New Digital Initiatives. -Liaises with all Customer Service departments to ensure all relevant areas are engaged for Digital Initiatives in time to develop deliverables within their area to support the New Digital Initiative. -Develops a working project plan for each new launch to track milestones, deliverables and deadlines. -Ensures each department within Customer Service is clear on what deliverables they need to meet and by when for each launch. -Ensures communication within Customer Service departments for new launches flows consistently and efficiently. -Escalates issues that cannot be resolved to management. -Takes full responsibility for the progress and launch of the project from design phase to implementation. -Use sound business judgment to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action Basic Qualifications: The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service, and an interest in technology and Amazons digital products and services. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines. -Bachelor's Degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent. -Excellent planning and organizational skills. Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive). -Excellent Project management skills -Excellent fluency in English and Spanish, both verbal and written. -Excellent people management skills -Motivated to work on own initiative. -Excellent interpersonal and communication skills. -Proven Ability to make and Implement decisions. -Knowledge of current Amazon Customer Service policies and procedures. -Proven ability to build relationships quickly. -Proven ability to influence change at all levels as appropriate. -Experience with ECM (Enterprise Content Management) products & ECM strategies for management of digital media -Specific experience with WCM (Web Content Management) technologies is advantageous

Amazon's Spanish Digital Customer Service department is seeking a Project Manager (Content Strategist) who will have responsibility for all Digital/Kindle Initiatives. The ideal candidate will support Amazons Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and technical skills. They will drive the programs strategy and roadmap, collaborate with business and development teams across the company to define functional requirements, design high level process and system solutions, and manage all aspects of the project execution including writing functional specifications, maintaining the project schedule, resolving or mitigating issues and risks, and communicating results throughout the organization. Main responsibilities -Acts as the point of contact for Customer Service (The voice of Customer Service) with business owners and other departments (transportation, Retail, Legal, PR etc.) on Digital/Kindle initiatives. -Build knowledge using clear, concise, visually appealing, and customer-focused content -Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development -Optimize content for usability and accessibility while maintaining a high bar for quality Use superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of Amazon -Liaises with business groups to gather all Customer Service relevant information for Digital/Kindle Initiatives. -Identify opportunities to improve content development processes and tools Improve business metrics and content development processes using data analysis -Liaises with the Digital Team to define and scope the technical requirements for New Digital Initiatives. -Liaises with all Customer Service departments to ensure all relevant areas are engaged for Digital Initiatives in time to develop deliverables within their area to support the New Digital Initiative. -Develops a working project plan for each new launch to track milestones, deliverables and deadlines. -Ensures each department within Customer Service is clear on what deliverables they need to meet and by when for each launch. -Ensures communication within Customer Service departments for new launches flows consistently and efficiently. -Escalates issues that cannot be resolved to management. -Takes full responsibility for the progress and launch of the project from design phase to implementation. -Use sound business judgment to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action Basic Qualifications: The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service, and an interest in technology and Amazons digital products and services. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines. -Bachelor's Degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent. -Excellent planning and organizational skills. -Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive). -Excellent Project management skills -Excellent fluency in English and Spanish, both verbal and written. -Excellent people management skills -Motivated to work on own initiative. -Excellent interpersonal and communication skills. -Proven Ability to make and Implement decisions. -Knowledge of current Amazon Customer Service policies and procedures. -Proven ability to build relationships quickly. -Proven ability to influence change at all levels as appropriate. -Experience with ECM (Enterprise Content Management) products & ECM strategies for management of digital media -Specific experience with WCM (Web Content Management) technologies is advantageous Bachelor's Degree in Computer Science, Computer Engineering, Electrical Engineering, or equivalent.

Amazon's Kindle Customer Service (CS) team is seeking a Project Manager (Content Strategist) who will have responsibility for driving content strategy/creation on all new Kindle Initiatives. They will drive innovative content strategy across the business by working with cross functional teams to develop and deliver a better support framework for Amazon customers. You will drive process improvement across the content creation and localization/translation processes within the business. This role requires a major focus on content strategy, whilst also scoping and driving projects and project deliverables on new Kindle initiatives. Main responsibilities -Design content to enhance the customer experience using clear, concise, visually appealing, customer-focused content. -Liaises with the Kindle Team to define and scope project requirements for Kindle Initiatives. -Develops a working project plan for each new launch to track milestones, deliverables and deadlines. -Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development -Optimize content for usability and accessibility while maintaining a high bar for quality -Takes full responsibility for the progress and launch of the project from design phase to implementation -Use superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of Amazon -Liaises with business groups to gather all Customer Service relevant information for Kindle Initiatives. -Identify opportunities to improve content development processes and tools -Improve business metrics and content development processes using data analysis -Liaises with all Customer Service departments to ensure all relevant areas are engaged for Kindle Initiatives in time to develop deliverables within their area -Ensures communication within Customer Service departments for new launches, flows consistently and efficiently. -Use sound business judgment to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action -Acts as the point of contact for Customer Service (The voice of Customer Service) with business owners and other departments (transportation, Retail, Legal, PR etc.) on Digital/Kindle initiatives. Basic Qualifications: -Business and/or Linguistics related degree. -Excellent planning and organizational skills -Excellent written and oral communication skills including an ability to communicate with all levels in the organization -Proven Project Management skills -Fluency in English and Italian both written and verbal. An additional European language would be an advantage. -People Management experience would be advantageous -Motivated to work on own initiative -Proven Ability to make and implement decisions -Proven ability to build relationships quickly -Proven ability to influence change at all levels as appropriate -Experience with LMS/CMS tools, HTML Preferred Qualifications: The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service, and an interest in technology and Amazons digital products and services. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines.

Reporting directly to the team manager, the Customer Service (CS) Lead is responsible for the day to day running of the team, specifically in regards to schedule adherence, workflow requirements, quality and quantity associate coaching and real time support for the CS Associates. The successful candidate will be a key part of the European (EU) CS operations. This is a highly visible position that serves as a role model for CS Associates and that is critical to the Amazon's CS quality and capability. Deliverables/ Scope: - Managing a team of 10 or more Associates - Measures performance, provide feedback and hold Associates accountable for their performance - Meet with Associates several times each day to monitor progress. As needed partner with CS Associates to establish corrective plans to insure that individuals meet their objectives - Build staffing and capacity plans with WW Capacity Planning team and local finance team - Monitor actual staffing levels against plan - Ensure compliance to intra-week and intra-day schedules - Dynamically monitor Service Levels and taking the relevant corrective actions as required - Define and manage metrics used to manage Associate performance and customer feedback - Drive your team to high level of achievement and meet CS goals - Maintain great motivation levels within your team - To be involved in the recruitment and training of Associates - Manage your teams e-mail and telephone workflow - Observing the queues and incoming calls and moderating them continuously - Regularly checking on the employees' codings - Creating QA assessments - Attending calibration meetings - Analyzing the employees' data (Global ACD, productivity statistics, QA assessments) - Discussing the employees' intermission codings and flaws in the timing - Set/ clarify requirements and expectations for Associates: Ensure all Service Levels are met for the website he/ she is supporting by: - Watching over the incidence rate - Surveying the hardware and work equipment used by the Associates - Fulfilling the present duties exemplarily and functioning as an example to the Associates - Ability to respond and accept changes readily and flexibly - Detecting and utilizing the facilities of the CS department and its limits - Adequately forwarding technical and phone inquiries - Familiarity with the procedures, activities and the company policies at Amazon - Capable of coping with conflicts, good diplomatic skills, tact and a sense for justice - High flexibility concerning new duties and challenges and the readiness to getting acquainted with special subjects - Flexibility concerning the work schedule Experience/Skills: - Planning and Organizing: evaluates priorities and priorities appropriately; resolves conflict and communicates intentions clearly; delivers to time and need - Comfortable talking in front of a group as well as one-on-one with an individual - Demonstrated ability to work in a cross-functional environment - Demonstrates effective communication and public speaking skills, composure under pressure and professional attitude - Able to give and receive feedback effectively - Can drive understanding (i.e., using visual aids, able to recognize when a group or individual is lost and needs more attention) - Experience using computers to develop materials, presentations and use of email. - Knowledge of Internet/ Intranets - Meets time commitments and deadlines, or negotiates accordingly - Excellent project management and planning skills - Able to develop and implement department goals and strategies based on broader organization goals - Customer satisfaction orientation - Strong time management skills and high flexibility - Creative and detail oriented and highly motivated team player

Amazon's Digital Customer Service (CS) department is seeking a results orientated Kindle Customer Experience Project Manager (Italian Speaking) to join our team. In this role, you will be responsible for identifying and removing customer pain points to enhance the overall Customer Experience (CX) in the Italian Digital network. You will be a part of an EU wide Kindle Program team aligning operational policy, procedures, and processes across sites and marketplaces to enhance the customer experience. You will have a complete understanding of the end to end customer experience at Amazon to be effective in this role as you seek to leverage the voice of the customer (VOC) to improve and preserve the highest standards of quality and identify process alignment and streamline opportunities to ensure these standards are repeatable for each customer. You will be able to work on exciting new initiatives assisting the CS operations teams roll out a new product or service. Key Responsibilities: - Identify CX improvement opportunities and partner with the Digital business teams and CS Operations to prioritize customer needs and develop business cases for new initiatives - Produce and analyse metrics using SQL,MS Excel etc. and leverage the results to drive improvements to customer-facing processes and internal policies - Liaise with CS operations teams to coordinate new product and process roll out for CS teams Partner with CS operations to create processes, policies and procedures that enhance the CX - Deliver CX reporting to all organizational levels, ensuring that stakeholders are able to track the evolution of key CX events and initiatives - End-to-end responsibility for ensuring quality CX projects are delivered that meet internal customer expectations and enhance the external customers CS experience - Support CS Operations teams in recovering the CX on customer impacting issues and leverage these issues and experiences to define solutions that support long term resolution and strengthen the CX - Execute network wide initiatives creating project plans, outlining resources and managing implementation activities - Act as a point of contact and a subject matter expert for CS operations teams sharing best practices and process / policy knowledge across all sites Basic Qualifications: - Bachelor's Degree in a Business or a Computer Science discipline or equivalent work experience - Fluency in Italian and English is required (written, spoken and reading) - Negotiation and influencing skills; able to listen to and persuade others based on sound logic - Goal driven, target orientated, able to step back and look at the bigger picture. - Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations for long term CX strategy - Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. Experience with SQL and formatting is strongly preferred. - Demonstrable experience in statistics/statistical analysis - Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams. - Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive). - Excellent interpersonal and communication skills - Excellent planning and organizational skills and project management skills - Comfortable challenging the status quo, questioning existing practices - Able to manage ambiguity, and a preparedness to take on what is necessary to get things done. - Up to 10% travel. Preferred Qualifications: - Experience in delivering CS projects and initiatives preferably related to Customer Experience - Strong knowledge of Digital products and processes - Extensive data management and analysis experience.

Amazon's Kindle Customer Service (CS) department is seeking an experienced Project Manager with strong Customer Service experience to join the team. The successful candidate will be a key member of the WW Kindle CS team. You will be responsible for delivering various strategic customer focused projects that will directly impact the customer experience. You must be an experienced Project Manager who has owned and taken full responsibility for the delivery of complex simultaneous projects, preferable within the customer service content space. You will be comfortable in a fast-paced multi-tasked environment, with ability to scope, schedule, manage and drive the projects to completion. Key Responsibilities: - Lead and manage the planning and implementation of the projects you are assigned to - Define and document the scope, goals and deliverables of the project and get approval and agreement on them - Define the project tasks and resource requirements needed to deliver to your projects - Create, communicate and manage the schedule to deliver and work with cross functional teams to secure the relevant resources - Monitor and track the project deliverables and project progress - Manage risks, resolve issues and initiate corrective action as appropriate. - Stakeholder management and project progress reporting - End to end responsibility for ensuring a quality delivery that meets internal customer expectations - Communicate project status to CS, business and operations management, providing useful and timely reports - Recognize and pursue opportunities for improvements in process and efficiencies, collaborating with Black Belt and Operational teams - Collaborate with other worldwide CS and technical teams to continuously innovate and redesign all customer-facing documentation, to facilitate more customer self-service activity and to cater for cultural customer needs - Analyse metrics using SQL queries and MS Excel, and use the results to drive improvements to the overall customer experience Basic Qualifications: - Proven ability to comfortably define the scope and plan accordingly for the project - Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive) - Planning and organising - Technically savvy with a good technical aptitude and experience with SQL and databases/DW etc. - Ability to deep dive and quickly gain a detailed understanding of the processes that are underpinning the projects - Good decision maker who proactively makes the right decisions, but knows how to systematically escalate problems to get support where needed - Think and act both strategically and tactically and good problem solver - On a personal level you will be a great team player, adaptable and dependable - Must be available and willing to travel internationally if required (Circa 10%)

Amazon's Kindle Customer Service (CS) department is seeking a Kindle Project Manager for our Cork Customer Service Centre with responsibility for driving Content Strategy for all Kindle Initiatives. This is a critical strategic role within the Kindle Customer Service team to drive various projects in Learning Management and Content Management strategy. The ideal candidate will use their operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through their proven leadership and editorial skills. They will drive the programs strategy and roadmap, collaborate with business and development teams across the company to define functional requirements and design high level process and system solutions. The ideal candidate will manage all aspects of the project execution from writing functional specifications through to resolving or mitigating issues and risks, and communicating the results throughout the organization. Essential Responsibilities: - Acts as the point of contact for CS with business owners and other departments (Transportation, Retail, Legal, PR etc) on Kindle Initiatives for UK, and DE. - Liaise with business groups to gather all CS relevant information for Kindle Initiatives. - Identify areas of potential customer dissatisfaction with policy/process on Kindle Initiatives and work with relevant team(s) to improve the customer experience before launch. - Liaise with the Kindle Technical PM to define and scope the technical requirements for New Kindle Initiatives. - Liaise with all CS departments to ensure all relevant areas are engaged for Kindle Initiatives in time to develop deliverables within their area to support the New Kindle Initiative. - Develop a working project plan for each new launch to track milestones, deliverables and deadlines. - Ensure each department within CS is clear on what deliverables they need to meet and by when for each launch. - Ensure communication within CS departments for new launches flows consistently and efficiently. - Escalate issues that cannot be resolved to management. - Takes full responsibility for the progress and launch of the project from design phase to implementation. Basic Qualifications: - Bachelor's Degree in Business, Linguistics or equivalent. - Strong people leadership experience (including remote management) - Proven Program/Project Management experience in Learning Management Systems (LMS) and/or Content Management Systems (CMS) and should have been directly responsible for the launch of major cross-functional projects. - Excellent planning and organizational skills. - Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive). - Excellent Project management skills - Motivated to work on own initiative. - Excellent interpersonal and communication skills. - Proven ability to make and implement decisions. - Proven ability to build relationships quickly and to influence change at all levels as appropriate. - Previous experience with web publishing tools (HTML and/or XML) and the ability to learn our in-house tools quickly. - Fluency in English is required and an additional European language would be looked on favorably. Preferred Qualifications: The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service, and an interest in technology and Amazons digital products and services. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines.

Amazon is seeking a Senior Business Analyst - Transportation (French Speaking) to join our Customer Service (CS) Team. The ideal candidate will support Amazons Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and analytical skills. They will drive the strategy to improve and enhance the transportation process within CS for CS Associates to increase efficiency and enhance the overall customer experience. Responsibilities: -Act as the point of contact for CS with the FR Transportation team. -Take ownership of escalated transportation queries from CS and liaise with the Transportation Team to drive resolution. -Identify root cause of escalation queries and identify areas for improvement in process/systems to prevent similar escalations in the future. -Liaise with CS team to identify areas for improvement in communication to both customers and CS Associates (including CS Associate Training, customer facing documentation and internal policy documents) -Identify areas for improvement in existing processes and liaise with the transportation team to drive solutions. -Analyze current metrics (including quality, concession and productivity goals) to determine areas for improvement and develop an action plan to improve each metric. The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines. Basic Qualifications: -Bachelor's Degree in Computer Science or equivalent is preferred. -Excellent planning and organizational skills. -Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive). -Excellent Project management skills. -Motivated to work on own initiative. -Excellent interpersonal and communication skills. -Proven ability to influence change at all levels as appropriate. -Qualified candidates will have 1 to 2 years of Project/program management experience and/or should have been responsible for being directly responsible for the launch of at least 3 major cross-functional projects. Preferred Qualifications: -Project Management Qualification is preferable. -Previous experience with Six Sigma tools would be advantageous.

Amazon's Digital Customer Service (CS) department is seeking a results orientated Kindle Customer Experience Project Manager (French Speaking) to join our team in Cork. In this role, you will be responsible for identifying and removing customer pain points to enhance the overall Customer Experience (CX) in the French Digital network. You will be a part of an EU wide Kindle Program team aligning operational policy, procedures, and processes across sites and marketplaces to enhance the customer experience. You will have a complete understanding of the end to end customer experience at Amazon to be effective in this role as you seek to leverage the voice of the customer (VOC) to improve and preserve the highest standards of quality and identify process alignment and streamline opportunities to ensure these standards are repeatable for each customer. You will be able to work on exciting new initiatives assisting the CS operations teams roll out a new product or service. Key Responsibilities: - Identify CX improvement opportunities and partner with the Digital business teams and CS -- Operations to prioritize customer needs and develop business cases for new initiatives - Produce and analyse metrics using SQL,MS Excel etc. and leverage the results to drive improvements to customer-facing processes and internal policies - Liaise with CS operations teams to coordinate new product and process roll out for CS teams - Partner with CS operations to create processes, policies and procedures that enhance the CX. - Deliver CX reporting to all organizational levels, ensuring that stakeholders are able to track the evolution of key CX events and initiatives - End-to-end responsibility for ensuring quality CX projects are delivered that meet internal customer expectations and enhance the external customers CS experience - Support CS Operations teams in recovering the CX on customer impacting issues and leverage these issues and experiences to define solutions that support long term resolution and strengthen the CX - Execute network wide initiatives creating project plans, outlining resources and managing implementation activities - Act as a point of contact and a subject matter expert for CS operations teams sharing best practices and process / policy knowledge across all sites. Basic Qualifications: - Bachelor's Degree in a Business or a Computer Science discipline or equivalent work experience - Fluent English and French (Verbal and Written) - Negotiation and influencing skills; able to listen to and persuade others based on sound logic - Goal driven, target orientated, able to step back and look at the bigger picture - Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations for long term CX strategy - Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. Experience with SQL and formatting is strongly preferred - Demonstrable experience in statistics/statistical analysis - Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams - Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive) - Excellent interpersonal and communication skills - Excellent planning and organizational skills and project management skills - Comfortable challenging the status quo, questioning existing practices - Able to manage ambiguity, and a preparedness to take on what is necessary to get things done - Up to 10% travel. Preferred Qualifications: - Experience in delivering CS projects and initiatives preferably related to Customer Experience - Strong knowledge of Digital products and processes - Extensive data management and analysis experience.

At Amazon, we strive to be Earths most customer-centric company where people can find and discover anything they want to buy online. Amazons evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA. We hire the worlds brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. We do this every day by solving complex technical and business problems with ingenuity and simplicity. Amazon's Customer Service (CS) department is seeking an experienced Business Analyst to join the team. The successful candidate will be a key member of the European CS team. You will be responsible for delivering various Customer Service projects that will directly impact the EU customer experience. As the Business Analyst for our operations team, you will work with the team leaders to translate the department strategy into specific roadmaps, key performance indicators and metrics for measuring progress. You will ensure that the strategy is adapted and modified to be measurable in terms of customer outcomes. As you operate within an emerging space you will develop and implement standards, processes, and technology needed to reduce customer effort and develop and produce reporting and analysis that enable customer service operation leaders to take action on findings and recommendations. Overall Responsibilities Include: - Data mine metrics and key indicators to discover root causes for customer dissatisfaction - Conduct trending analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions - Create and maintain weekly/monthly trending reports - Create actionable items out of findings to drive improvement in customer experience measures and volume drivers including: (ex. enhanced training requirements, performance management strategies, content creation, help pages, and other customer facing interactions) - Perform complex data analysis in support of ad-hoc reporting requests - Develop programs, methodologies, and reports for analyzing and presenting data - Use and support database applications and analytical tools: evaluate data quality, applications, and functions - Research new data sources and analytical tools - Partner in creation of CS Goals around key operational metrics. Basic Qualifications: - Degree in mathematics, statistics, computer science, engineering, economics or related field - Experience translating roadmaps and key performance indicators as well as recommendations to senior leaders - 3+ years of direct experience in quantitative research or analyses - 3+ years in program/project management - Experience working with SPSS, SAS or other statistical software packages, familiarity with SQL - Advanced Excel and Access skills. Preferred Qualifications: - MBA or Advanced degree preferred - Strong analytical skills including broad knowledge of basic statistics and statistical interpretation of quantitative data - Ability to analyze and problem-solve issues real-time whereby not enough information exists to readily obtain or deduce obvious solutions