Job details
Job type full-time
Full job description
Bachelor’s degree.
3+ years overall relevant experience; minimum 2 years multiple hr domain areas.
Writing, editing, and light communications experience
Job summary
The employee services escalation team is looking for an escalations manager who is passionate about resolving escalated issues on behalf of our employeesYou would be responsible for managing the entire lifecycle of customer escalations, from intake and tracking, to partnering with internal stakeholders and service teams in the identification of root cause(s) and corrective action(s), to closing the loop with requestorsYou will also use data to measure the program and craft narrative business reviews to inform stakeholders about the escalations specific to their servicesWe provide support to employees across the globe, the hr community that assists employees, and the teams providing employee services to amazon.
Job duties:
1Gain and maintain a thorough understanding of hr services – know who we are and how we serve our customers.
2Manage the entire lifecycle of multi-stakeholder, complex escalated cases coming into employee services, from intake to resolution and reporting.
3Independently manage multiple cases at a time, bringing investigations to closure rapidly and definitively.
4Produce summaries of case findings according to a technical standard and style guide specific to this team.
5Analyze trends and produce strategic recommendations to the business to proactively address systemic issues.
6Engage regularly and consistently with service owners to understand their needs and their processes to build a more collaborative and effective working relationship.
7Collaborate with other escalations and investigations team to refine and improve the workflow between teams, ensuring sla is met on both sides.
8Ensure the voice of the customer is reflected through all program-related work.
9Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem.
The right candidate will be tenacious, enthusiastic, and passionate about the employee experienceGreat candidates will also have experience establishing and cultivating strong working relationships with multiple teams across an organizationOther key strengths include: solid organization, ability to prioritize and work under pressure on a number of projects at the same time, enthusiasm toward teammates and team objectives, and excellent interpersonal skills.
Preferred qualifications
Experience working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design.
Proven experience leading cross-functional projects and managing company-wide programs.
Lean, six sigma, or similar certification.
Project management experience, including scoping, leading, and delivering moderately complex projects.
Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards.
Advanced analytical/problem solving skills.
Proficiency in written and spoken english.
Amazon is committed to a diverse and inclusive workplaceAmazon 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 statusFor individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us .
Pursuant to the san francisco fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the los angeles fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.
For virtual jobs where work can be performed in colorado: for employees based in colorado, this position starts at $ 72,700 yrA sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offeredFor more information regarding amazon benefits, please visit https://www.amazon.jobs/en/benefitsApplicants should apply via amazon’s internal or external careers site.
Exceptional writing and editing skills, with the ability to articulate a clear point of view on complicated issues in clear, concise communications.
Proficiency in written and spoken english.
Experience working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design.
Proven experience leading cross-functional projects and managing company-wide programs.
Lean, six sigma, or similar certification.
Project management experience, including scoping, leading, and delivering moderately complex projects.
Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards.
Advanced analytical/problem solving skills.
Amazon is committed to a diverse and inclusive workplaceAmazon 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 statusFor individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us .
Pursuant to the san francisco fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the los angeles fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records.
For virtual jobs where work can be performed in colorado: for employees based in colorado, this position starts at $ 72,700 yrA sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offeredFor more information regarding amazon benefits, please visit https://www.amazon.jobs/en/benefitsApplicants should apply via amazon’s internal or external careers site.
Amazon is committed to a diverse and inclusive workplaceAmazon 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 statusFor individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
