Amazon

Escalations Specialist, Business Mobility Services

Posted On

July 24, 2024

Location

Bangalore, Karnataka

Experience Level

Freshers/Experienced

Job Type

Administrative Support

Apply By

Sept. 24, 2024

Job Description

As a Escalations Specialist, this role will be responsible for investigating business immigration and mobility customer escalations. The Escalations Specialist will design the processes and best practices to manage escalations, identify metrics to report on escalation trends, and develop mechanisms to track corrective actions to make sure problems stay solved.

In striving to be Earth’s Best Employer, the Escalations Specialist will support the fair and consistent application of Amazon immigration and global mobility policies and practices, while concurrently protecting the employee experience by ensuring that empathetic and high-judgement exceptions are applied when appropriate. The individual will partner globally to ensure thorough, impartial, and timely investigation of all immigration and global mobility process defects, support guidance that promotes learning and accountability, and facilitate closure and aftercare to all stakeholders involved. The individual will lead Amazon to do and be better by identifying opportunities through root cause analysis and crafting scalable mechanisms.

The Escalations Specialist will safeguard the employee experience to proactively advance the Amazon brand; ensure defects are analyzed and resolved quickly with care; identify and recommend sustainable and scalable solutions that may significantly impact employees, partners, and the world at large; and offer trending insights to stakeholders to inform pattern-matching and strategic decision making.

The individual will be an unbiased fact finder and truth-seeker, who will partner extensively with field HR partners and other relevant support teams to ensure the execution of intentional and thorough investigations.

Key job responsibilities
• Thinks long-term to build durable and sustainable inspection processes that produce reliable results both for today and for the future
• Develops and leads quality reviews, establish standards for investigations, and leads reviews of major immigration issues
• Develops and manages tracking mechanisms for escalations, corrective actions, and ongoing investigations and compiles metrics and analyzes data to identify trends and best practices on an ongoing basis
• Leads large-scale and/or cross-functional improvement initiatives to optimize process effectiveness and service quality at scale and builds productive working relationships with cross-regional and cross-functional peers and leaders
• Identifies, designs, and executes ideas to scale and improve the support the team provides to internal stakeholders; successfully manages all aspects of program implementation working in partnership with cross-functional teams
• Designs and develops solutions to measure progress and success and communicate with internal stakeholders; establish ongoing reporting requirements and key performance indicators for Global Immigration inspections management
• Conduct ongoing team training and development by improving SOPs, best practices and other learning resources
• Work with others on the immigration team to contribute to projects, including developing dashboards to support consultative services for the business and interpreting customer anecdotes and data to inform global project strategies and deliverables

About the team
We bring the world to Amazon. We do this by supporting the best talent in the world to be where they need to be, when they need to be there, for as long as they need to be there.

Business Mobility Services is comprised of six distinct businesses: Immigration, Relocation, Assignment Management, Tax Services, Short-Term Travel, and Welcome Door.

Our businesses exist to support, at scale, the hiring and movement of the talent Amazon needs across the globe. - Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
- 3+ years of global immigration experience, either within a law firm, or in-house in an organization with immigration-supported employees, or in a recruiting or HR role with heavy immigration involvement

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