Senior Escalations Analyst, Platform Experience - Data-Driven Ops

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

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Parental leave

Job summary

Amazon Development Center U.S., Inc. in Seattle/New York is seeking a Senior Escalations Analyst to join the Platform Experience team. You will manage large-scale escalations, analyze data, and report findings to senior leadership to drive improvements in customer experience.

The role emphasizes collaboration with cross-functional teams, operationalizing actions, and presenting actionable insights to executives. Experience with Excel and SQL is required; a Bachelor's degree is essential.

Qualifications

• 10+ years of Microsoft Excel experience.
• 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

Data analysis

Presenting to leadership

Sales processes

Education

Bachelor's degree or equivalent

Tools

SQL

Job description

Amazon Development Center U.S., Inc. in Seattle/New York is seeking a Senior Escalations Analyst to join the Platform Experience team. You will manage large-scale escalations, analyze data, and report findings to senior leadership to drive improvements in customer experience.

The role emphasizes collaboration with cross-functional teams, operationalizing actions, and presenting actionable insights to executives. Experience with Excel and SQL is required; a Bachelor's degree is essential.