Senior Escalations Analyst: Customer Experience Ops

Socket.dev; Seattle (WA); On-site; USD 134,000 - 181,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon seeks a Senior Escalations Analyst to join the AWS Platform Experience - Escalations Team in Seattle, WA or New York, NY. You will own large-scale customer escalations, partner with cross-functional teams, and deliver clear executive communications.

You'll analyze complex data using Excel and SQL, drive process improvements with senior leadership, and present findings to stakeholders to prevent recurrence and improve customer experiences.

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

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.

Skills

Excel expert

Data analysis

Sales process optimization

Education

Bachelor's degree or equivalent

Tools

SQL

Job description

Amazon seeks a Senior Escalations Analyst to join the AWS Platform Experience - Escalations Team in Seattle, WA or New York, NY. You will own large-scale customer escalations, partner with cross-functional teams, and deliver clear executive communications.

You'll analyze complex data using Excel and SQL, drive process improvements with senior leadership, and present findings to stakeholders to prevent recurrence and improve customer experiences.