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Customer Advocacy Program Manager – Resolutions PM

Customer Advocacy Program Manager – Resolutions PM

Job ID 
564397
Location 
US-WA-Seattle
Posted Date 
8/2/2017
Company 
Amazon Corporate LLC
Position Category 
Human Resources
Recruiting Team 
..

Job Description

Customer Advocacy Program Manager – Resolutions PM (LOAA)
HR Services’ Customer Advocacy team is looking for a Resolutions Program Manager who is passionate about resolving escalated issues on behalf of our customers (employees), surfacing process improvements efforts with the objective to eliminate future escalations, working with internal services leaders and external stakeholders to identify root causes and corrective action plans to improve processes, policies and services to create exceptional customer experiences.

This role will work in depth with our Leave of Absence and Accommodations (LOAA) teams and will partner with them to resolve escalations within the leave space. You must be able to understand complex business processes and succinctly communicate complicated customer and process issues in business terms. You must be a strong leader who can manage multiple cases at once, influence key stakeholders and service leaders, and move case reviews from investigation to resolution in a short amount of time.

Job Duties:

  1. Gain and maintain a thorough understanding of HR Services and the Leave of Absence and Accommodations teams – know who we are and how we serve our customers
  2. Manage the entire lifecycle of multi-stakeholder, complex escalated cases coming into HR Services, from intake to resolution and reporting.
  3. Schedule regular meetings with internal and external stakeholder teams to research the events leading up to the escalation, capture the sequential flow of events, identify the root cause(s) of the issue(s), define corrective action for each of the root causes, and write a holistic summary write up that details each step of the process.
  4. Influence leaders and teams across Amazon, sometimes challenging proposed solutions while fiercely advocating for the customer.
  5. Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem
  6. Identify trends and themes in the data to see where we have larger issues that need to be addressed; meet with service owners to discuss the data and determine how to move forward with next steps
  7. Regular reporting in MBRs and QBRs, as well as ad hoc reporting for service and business leaders; includes creation of dashboards
  8. Simplify complex LOAA language while concisely summarizing the issues, defining the defects or service failures and outlining robust corrective action

Basic Qualifications

  • 5+ years overall relevant experience, min 3 years multiple HR domain areas
  • In-depth knowledge of the leave of absence and/or accommodations space
  • Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards
  • Strong analytical/problem solving skills, demonstrated success in driving complex strategies and projects
  • Concise writing skills with clear articulation of problems, relative data and recommendations
  • Proven experience and expertise in project management, process improvement, and/or HR technology within an intense fast-paced customer driven environment
  • Self-starter, strong drive, bias for action and results oriented
  • Establish and cultivate a strong working relationship with multiple teams across Amazon to drive dive deep and resolution activities.
  • Highly organized, able to prioritize and work under pressure on a number of projects at the same time
  • Enthusiastic team player with a strong drive to create a positive work environment
  • Excellent interpersonal skills with the ability to effectively convey complex information
  • Bachelor’s degree

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
  • Master’s degree
  • Proven experience leading cross-functional projects and managing company-wide programs
  • Lean Six Sigma Green Belt
  • Experience in process improvement using Lean and Kaizen methods
  • Experience in Six Sigma methodologies
  • 2- 3 years of project management experience with scoping, leading, and delivering moderately complex projects