Senior Escalations Strategist, Platform Experience

Amazon Inc.; Omaha, Northern (NE, KY); Hybrid; 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 Inc. seeks a Senior Escalations Analyst to join the Platform Experience team, with work locations in Seattle, WA or New York, NY.

The role focuses on managing high-impact escalations, coordinating across teams, and delivering data-driven insights to executive leadership for process improvements. You will analyze large datasets using Excel and SQL, prepare executive-ready updates, and collaborate with product leaders to enhance customer experience.

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 analyse 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

Microsoft Excel

Data analysis

Presentation to leadership

Sales processes

Education

Bachelor's degree or equivalent

Tools

SQL

BI systems

Job description

Amazon Inc. seeks a Senior Escalations Analyst to join the Platform Experience team, with work locations in Seattle, WA or New York, NY.

The role focuses on managing high-impact escalations, coordinating across teams, and delivering data-driven insights to executive leadership for process improvements. You will analyze large datasets using Excel and SQL, prepare executive-ready updates, and collaborate with product leaders to enhance customer experience.