Senior Escalations Analyst, Commerce Platform Expert

1 week ago

New York, New York, United States AmazonWebServices Full time
Job Summary

The AWS Commerce Platform Escalations Team is seeking a highly skilled Senior Escalations Analyst to join our team in Seattle, WA or New York, NY. As a key member of our team, you will be responsible for managing critical escalations, facilitating customer and leadership communications, and handling large-scale customer impacting events. Our team partners with teams across AWS to develop process improvements to improve the customer experience.

Key Responsibilities
  • Manage escalations from issue identification to resolution, while engaging with stakeholders to operationalize actions
  • Proactively identify operational and system improvements and partner with 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

Requirements
  • Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
  • Experience using Microsoft Excel to manipulate and analyze data
  • Preferred qualification - 5+ years of finance, business management and sales operations experience
  • Working knowledge of LEAN and SIX SIGMA methodologies
  • Excellent written and verbal communication skills with the ability to comfortably and confidently present to all levels
  • Strong organizational skills and attention to detail; able to juggle and prioritize multiple tasks simultaneously
  • Proactive problem-solving ability; can quickly pivot and find alternative solutions to remove blockers
  • Comfortable working independently in a fast-paced, ambiguous environment with minimal guidance or supervision
  • Collaborative approach to work and willingness to support initiatives across the team

About Amazon
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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