Senior Escalations & Insights Analyst

Amazon Web Services (AWS); 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

RSUs

Job summary

Amazon Development Center U.S., Inc. is seeking a Senior Escalations Analyst to join the Escalations Team in Seattle, WA or New York, NY. You will manage large-scale escalations, partner with cross-functional teams, and provide data-driven insights to executive leadership.

The role emphasizes collaboration with senior leadership to drive systemic improvements and an exceptional customer experience. Base salary and RSUs are part of the compensation package, with location-based considerations.

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 expertise

Data analysis

Sales processes

Education

Bachelor's degree or equivalent

Job description

Amazon Development Center U.S., Inc. is seeking a Senior Escalations Analyst to join the Escalations Team in Seattle, WA or New York, NY. You will manage large-scale escalations, partner with cross-functional teams, and provide data-driven insights to executive leadership.

The role emphasizes collaboration with senior leadership to drive systemic improvements and an exceptional customer experience. Base salary and RSUs are part of the compensation package, with location-based considerations.