DLS Master Specialist
Calle Blancos, San Jose, CRI
hace 4 días

The Disability and Leave Service (DLS) Master Specialist will contribute deep subject matter expertise to DLS initiatives, including operational performance, product development and continuous improvement.

As a thought-leader, the position collaborates with key business stakeholders and DLS program leaders to ensure the program is successful across the organization.

The DLS Master Specialist will possess excellent Integrated Disability and Absence Management (IDAM) knowledge, with demonstrated expertise in Federal / State FMLA, short- and long-term disability, statutory disability plans, and / or disability accommodation (ADA / ADAAA / FEHA, etc.

The DLS Master Specialist will work within a team of similarly-situated subject matter experts (SMEs), providing support to our regionally-deployed operational team, as well as teams located in Costa Rica and India.

The DLS Master Specialist must have strong self-management skills, a desire to influence and teach, and an ability to translate business needs and goals into human resource capabilities, producing favorable results for the company and associates.

In addition, the DLS Master Specialist should exhibit exceptional organizational skills, superior attention to detail and an ability to prioritize and scale in a fast-paced environment.

This individual will demonstrate strong communication, analytical and critical thinking skills, along with a customer service focus that associates and program stakeholders expect from Amazon.


The primary responsibility for the DLS Master Specialist will be to operationalize new program and continuous program improvement initiatives, and mentor the development of our operational team.

In this hand’s on role, the DLS Master Specialist will work with DLS process owners to develop best practice workflows, establish deployment strategies, deliver learning and training, participate in quality and audit assessments, provide guidance to internal and external stakeholders, and be a source of expertise for DLS operational teams.

The major areas of influence are :

New Program Feature Launches

Participates as contributory Subject Matter Expert (SME) in implementing new elements of the DLS program, as defined by DLS leadership and in partnership with the DLS Design & Develop team :

  • Contributes to operational deployment plans outlining critical and best practice launch activities
  • Conducts new program initiative readiness assessments and establishes goals and success indictors to ensure successful feature implementation
  • Develops and implements standardized training materials, tools and resources
  • Conducts post-deployment evaluations to measure launch effectiveness
  • Supports the ongoing incubation of new features among the DLS operational team, many of whom are outside the U.S. in our Costa Rica and India delivery hubs
  • Continuous Program Improvement

    The L&D Master Specialist contributes deep subject matter expertise to the continuous improvement of all DLS operations, as defined by DLS leadership and in partnership with the DLS Continuous Program Improvement (CPI) team :

  • Provides guidance with respect to best practices related to disability, return to work, accommodation, and leave of absence;
  • Participates in assessments of program performance;
  • Engages in reviewing compliance of work process flows, Standard Operating Procedures, and Service Level Agreements.
  • Delivers data driven recommendations and best practices to leaders to improve program performance.
  • Stakeholder Partnership

    The DLS Master Specialist is viewed as, and accessible as, a deep subject matter expert outside DLS, among the many stakeholders touched by leave and accommodation, as called upon by the DLS operational team :

  • Builds trust and confidence in the DLS team
  • Influences change to ensure operational standards are met
  • Contributes to growing the expertise of our stakeholders, by participating in summit meetings, tough case reviews, resolution of escalated cases and consultation
  • Collaborates with legal and compliance stakeholders on regulatory / employment liability issues as they relate to complex cases and / or policy development with leave, disability and / or accommodation
  • Program Consultation and Ownership

    The DLS Master Specialist is viewed as, and accessible as, a deep subject matter expert inside DLS :

  • Serves in a consultative role to the DLS teams on complex cases
  • Consults and partner with DLS program leaders and stakeholders to ensure programs are fully integrated across all DLS business lines
  • Serves in a consultancy role in the design and development of new program features and cutting edge solutions to enhance DLS program services and performance
  • Apprenticeship Master

    The L&D Master Specialist plays a key leadership role in refining and deploying an apprenticeship learning and development model, designed to bring all members of the DLS operational team to a sound foundational competency in the domains of leave, disability and / or accommodation :

  • Works with our learning team on development activities
  • Develops expertise-based content for learning and development initiatives
  • Delivers learning and training activities, as assigned and consistent with the individual’s domain of expertise
  • Mentors individuals, as assigned, in their professional development
  • Participates as a preceptor in proctored learning and development assessments
  • An advanced degree or 5 years’ equivalent experience in either Integrated Disability and Absence Management, Workers’ Compensation or Risk Management
  • Experience working with hourly workforces of significant size and complexity, particularly union and non-union manufacturing, distribution and / or call centers
  • Experience working with knowledge workers, particularly programmers and highly skilled technology workforces
  • Experience with providing leave and / or accommodation services from outside the U.S.
  • Experience with leave and / or disability laws outside the U.S.
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