Senior Escalations Analyst, Platform Experience
- Pay
- $133,900 – $181,200 per year
- Location
- Seattle, WA
- Listed
- 3 days ago
About the role
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.
Basic 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
Preferred Qualifications
- 5+ years of sales operations or equivalent experience
- Experience presenting to senior leadership
Additional information
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Pay and benefits
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.
USA, WA, Seattle - 133,900.00 - 181,200.00 USD annually
Equal opportunity and legal notices
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
From Amazon Development Center U.S., Inc.'s careers page, first listed on Rolev.ai on November 6, 2026. Rolev.ai is not the employer.
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Common questions
What is the salary for the Senior Escalations Analyst, Platform Experience role at Amazon Development Center U.S., Inc.?
The Senior Escalations Analyst, Platform Experience posting at Amazon Development Center U.S., Inc. states compensation of $133,900 – $181,200 per year. Final pay may depend on location, experience, and interview evaluation on Amazon Development Center U.S., Inc.'s official career site.
Where is the Senior Escalations Analyst, Platform Experience job at Amazon Development Center U.S., Inc. located?
This Senior Escalations Analyst, Platform Experience position at Amazon Development Center U.S., Inc. is located in Seattle, WA. Always check Amazon Development Center U.S., Inc.'s application page for specific state eligibility or relocation policies.
How do I apply for the Senior Escalations Analyst, Platform Experience position at Amazon Development Center U.S., Inc.?
This listing links directly to Amazon Development Center U.S., Inc.'s application page. You can apply directly on Amazon Development Center U.S., Inc.'s site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.