Describe a time when you leveraged data-driven metrics to identify and implement an improvement in a professional setting.
Amazon is a company that relies on metrics and data-driven strategies. This applies to all areas of their business including product metrics, support metrics, website metrics, app metrics, logistic metrics, warehousing metrics, etcetera. Interviewers ask this question to identify candidates that are comfortable reviewing processes, analyzing metrics, identifying important trends and opportunities, developing change strategies, and implementing process changes that add value.
Remember to describe the previous state or business problem, the analysis you did, the opportunity you identified, the role you played in implementing the change, and the effect it had once implemented. Amazon relies on program managers who are comfortable with end-to-end ownership and taking an opportunity from identification to post-launch support.
"In my current role, I work with teams that provide first and second tier support to our customers. I noticed that the numbers for ticket time to resolve were higher than I would like to see. I spent time looking for patterns within the data and identified five key ticket themes that were consistently sent to tier two for resolution that could have been resolved by tier one if they had the proper training and materials available.
I worked with the managers of each group to update our knowledgebase information and train each group on the new procedures. The change I implemented reduced the tickets sent to tier 2 by 18% in the first year and the time to resolve those types of tickets was improved by 30%.
Now that those time savings are in place, and the customer experience has been improved, I am in the process of reviewing the tickets escalated from tier two to tier three. My hope is that we will identify several similar process changes that will continue to improve the customer experience."
