Senior Escalations Analyst, Platform Experience

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. Were looking for a self-starter whos 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.

- 10 years of Microsoft Excel experience
- Bachelors 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

- 5 years of sales operations or equivalent experience
- Experience presenting to senior leadership

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 - 133900.00 - 181200.00 USD annually