Senior Escalations Analyst, Platform Experience

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

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

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't 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.

• 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
• parental leave

Learn more about our benefits at https://amazon.jobs/en/benefits.

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