Senior Escalations Analyst, Platform Experience

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.