Amazon

Senior Escalations Analyst, Platform Experience

Amazon$133K — $181K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years of Microsoft Excel experience
  • Bachelor's degree or equivalent
  • Ability to conduct sophisticated analysis of complex data and present actionable insights
  • Experience defining, refining, and implementing sales processes and policies

Responsibilities

  • Manage complex escalations from identification to resolution, engaging with stakeholders
  • Proactively identify and implement operational and system improvements
  • Produce quality write-ups and reports for executive leadership
  • Analyze data using Excel, SQL, and other BI systems
  • Facilitate meetings with customers to present findings and action plans
  • Lead monthly leadership reviews to discuss ongoing challenges
  • Collaborate with product leaders on new features to enhance customer experience

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching
  • Paid time off and parental leave
  • Flexible Spending Accounts
  • Mental Health Support and Medical Advice Line
Full Job Description
The AWS Platform Experience - Escalations Team is looking for a Senior Escalations Analyst to join our team in Seattle, WA or New York, NY.

AWS Platform Experience enables customers to purchase products and services and provides tools for customers to interactively understand their bills. As the nexus of AWS services and end-customers, we work closely across all AWS teams to ensure that we offer a great customer experience. The Escalations Team is dedicated to managing critical escalations, facilitating customer and leadership communications, and handling large-scale customer impacting events. We are the single-threaded owners that are persistent on finding a solution while providing reporting and transparency. Our team partners with teams across AWS to develop process improvements to improve the customer experience.

We are in need of a collaborative, adaptable, and results-driven analyst to help solve escalations. We're looking for a self-starter who's passionate about innovating operational processes and providing an exceptional experience for both internal and external customers. The ideal candidate is comfortable with collaborating with senior leadership to drive systemic improvements for the organization.

Key job responsibilities

* Manage complex and large-scale escalations from issue identification to resolution, while engaging with stakeholders to operationalize actions

* Proactively identify operational and system improvements and partner with cross-functional teams to ensure implementation

* Provide quality write-ups and status reports to executive leadership on escalations and process improvements

* Retrieve and analyze data using Excel, SQL, and other data management/BI systems

* Meet with internal and external customers to present findings and align on action plans

* Lead monthly leadership reviews to discuss ongoing issues, challenges, and improvement plans

* Partner with product leaders to review new features and improvements to enhance the customer experience.

BASIC QUALIFICATIONS

- 10+ years of Microsoft Excel experience

- Bachelor's degree or equivalent

- Experience conducting sophisticated and creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations

- Experience defining, refining and implementing sales processes, procedures and policies or equivalent

PREFERRED QUALIFICATIONS

- 5+ years of sales operations or equivalent experience

- Experience presenting to senior leadership

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 https://amazon.jobs/en/benefits.

USA, WA, Seattle - 133,900.00 - 181,200.00 USD annually

About Amazon

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Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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