Join Amazon’s HR Services Team and help make a difference for all Amazonians!
The Worker Eligibility Team Manager will be based out of SJO10 and will lead a group of Process Leads and Specialists to ensure employees in the Americas have appropriate right to work documents.
The ideal candidate will be customer obsessed, right a lot, operationally inclined, possess the ability to analyze data, make data-
based business decisions, and is committed to making continuous improvements. They must have the ability to focus on the management of day-
to-day operations, serve as the point of contact for worker elgibility escalations and manage the relationship with business partners and / or stakeholders.
A very strong and analytical mind focused on creating the right experience is required, as is the ability to manage under pressure and prioritize efficiently.
Project Management and Communication :
Identifies customer impacting issues and implements solutions and process improvement to increase customer satisfaction.
Participates in cross-functional process improvement initiatives.
Leads the implementation of training programs to improve the quality and productivity of the team.
Responsible for overseeing volumes, escalations, quality, and reporting to ensure the team meets service level commitments.
Act as the Subject Matter Expert for the team and partners to provide guidance, training and resolution related to the process for all the direct reports aligned to you.
Creates business cases and manages enhancements. Presents high quality data findings.
Identifies need, creates and drives change management. Maintains departmental content in all channels. With manager oversight, develops and implements communication plans.
Drives solutions to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.
People Management :
Leads and develops a team of Associates, responsible for the overall direction, performance management, coordination and evaluation of the team.
Manages the team and ensures high service delivery and execution.
Achieves performance goals and objectives in line with the network wide vision and goals.
Develops & Communicates policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency;
taking corrective action as necessary and documenting the issue and actions taken.
Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees;
planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Customer Service :
Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
Managing key stakeholders both internal & external & partnering with them for process enhancement.
Subject Matter Expertise :
Subject Matter Expert for customers, team and vendors · General understanding of HR Services workload and priorities.
Knows and interprets complex legal stipulations.
Knows and works with outside sources to develop interpretations and solutions for complex issues.
Advocates for HR Services.
2+ years of HR experience.
1+ year of experience Manager experience (managing and developing associates)
Exceptional communication. Fluent verbal and written English language skills
Bachelor's degree or advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike)
Strong management of MS Office.
Previous experience with work authorization / right to work / E-Verify.
Lean / Six Sigma Certifications.
Previous Project Management experience, driving complex projects with full project life-cycle management.
Previous experience driving service expansions and / or launch readiness.
Demonstrated program ownership and consistent delivery on commitments - great organizational skills with exceptional follow through and attention to detail.
Outstanding Customer Service skills.
Excellent written and verbal communication skills.
Adaptability to a fast-paced environment.
Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics.