Customer Advocacy Program Manager – Audit and Reporting Manager, Escalations


Customer Advocacy Program Manager – Audit and Reporting Manager, Escalations

HR Services' Customer Advocacy team is looking for an Audit and Reporting Manager on our new Escalations team who will help us build a robust and scalable audit program that will help us dive deep into the themes and root causes of poor customer experiences and service failures. You will be responsible for building an audit process for each escalation that comes into HR Services, and you will be responsible for working with our Resolutions PMs and Escalations Specialists to create audit reports that identify gaps in our processes, services or products. You will present the data and themes culled from these audits to service team owners and leaders enabling them to push for system enhancements, process redesign and policy reviews. You will have to influence leaders across Amazon and not be afraid of challenging situations with peers and senior leaders. Once the gaps are fixed, you will audit those processes again to ensure that fixes put in place have actually resolved the customer problem and the experience is improved.

About our team:

Our team is new – we are a centralized team who owns intake and resolution of incidents and escalations coming into HR Services. We are looking to use the data and information we get from escalated cases and service failures to redesign processes, close gaps in our services, and create a better customer experience for our employees across the globe. And we need your help to do it.

About you:

You like to problem solve and don't mind asking questions to get after information. You have experience developing reports and dashboards to report out on the data you've curated. You know how to think strategically about the data and use it to tell a story. You feel comfortable presenting data to both technical and business teams. You are experienced with developing a robust audit program and know how to adjust and iterate on that program as the business requirements change.

Key Responsibilities:

  • Develop an audit program that can be applied across all escalations and incidents in HR Services
  • Develop reports and dashboards which are both statistically rigorous and compellingly relevant; own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. to drive key business decisions
  • Work closely with key partners and stakeholders to ensure our data is consistent, accurate and comprehensive
  • Schedule meetings with service team leaders to drive the discussion around how we can use the data from our audits and escalations to enable service improvements, system enhancements and process redesign
  • Work closely with process design teams to provide them with insight into the data needed to overhaul and redesign processes and services

Basic Qualifications

  • 3+ years of experience in analytics, business analysis, auditing or similar job function
  • Experience working with SQL, Excel, Access
  • Experience with tools like Tableau
  • Experience with internal auditing functions
  • HR data experience
  • Enthusiastic team player with a strong drive to create a positive work environment
  • Excellent interpersonal skills with the ability to effectively convey complex information
  • Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills
  • Ability to deal with ambiguity and competing objectives in a fast paced environment
  • Bachelor's degree in Computer Science, Mathematics, Science, Finance, Information Systems, Business or related field

Preferred Qualifications

  • Experience with TQM, ISO, Malcolm Baldridge or other total quality management or standardization tools/programs
  • Experience with Salesforce
  • Ability to deal with ambiguity and competing objectives in a fast-paced environment
  • Ability to work with business owners to define key business questions and build data sets that answer those questions

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