Senior Escalations Lead — Platform Experience & Ops

Amazon; Seattle (WA); On-site; USD 109,000 - 181,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

RSUs

Job summary

Amazon's AWS Platform Experience - Escalations Team in Seattle, WA is seeking a Senior Escalations Analyst to own complex, large-scale escalations from issue identification to resolution, partnering with cross-functional teams and leadership to drive systemic improvements.

You will retrieve and analyze data using Excel, SQL, and BI tools, present findings to senior leadership, and help shape product features to enhance customer experience, with opportunities to lead monthly leadership reviews.

Qualifications

• 10+ years of Microsoft Excel experience.
• Bachelor's degree or equivalent.
• Experience conducting sophisticated and creative analysis of complex data and translate results into actionable deliverables, messages, and presentations.
• Experience defining, refining and implementing sales processes, procedures or policies or equivalent.

Responsibilities

• Manage complex and large-scale escalations from issue identification to resolution, coordinating with stakeholders.
• Identify operational and system improvements and partner with cross-functional teams to implement changes.
• Provide quality write-ups and status reports to executive leadership on escalations and improvements.
• Retrieve and analyze data using Excel, SQL, and BI systems.
• Present findings to internal and external customers and align on action plans.
• Lead monthly leadership reviews to discuss ongoing issues and improvements.
• Collaborate with product leaders to review features that enhance the customer experience.

Skills

Excel expertise

Data analysis

Executive communication

Sales processes experience

Education

Bachelor's degree or equivalent

Tools

SQL

BI tools

Excel

Job description

Amazon's AWS Platform Experience - Escalations Team in Seattle, WA is seeking a Senior Escalations Analyst to own complex, large-scale escalations from issue identification to resolution, partnering with cross-functional teams and leadership to drive systemic improvements.

You will retrieve and analyze data using Excel, SQL, and BI tools, present findings to senior leadership, and help shape product features to enhance customer experience, with opportunities to lead monthly leadership reviews.