Customer Advocacy Program Manager – Global Escalations Leader


Customer Advocacy Program Manager – Global Escalations Leader

Do you have a passion for drilling down to find the root cause of a problem? Do you love solving problems so they don't occur again? Do you consider the customer's perspective before landing on a solution? If so, this position may be for you.

Amazon's population is continuously growing and diversifying and our HR processes, policies and services are expanding to meet those needs. We're looking for a Program Manager to lead our global escalations team while collaborating closely with our service teams to bring about prompt and complete resolution to escalations while zeroing in on root causes to eliminate service failures and broken processes for good. This role will be required to have a thorough understanding of HR Services and our service catalog while understanding and advocating for our employees in each escalation. This leader will engage with global service owners to own the resolution and remediation of escalated issues while being persistent and dogged in the pursuit of true root cause analysis. The role will be responsible for tracking and theming each escalation, reporting out on the primary themes and trends, and working with service owners to drive correction action of the larger issues that arise from these cases. This role will also be responsible for tying back the larger themes to the Customer Advocacy Pain Point Repository so we are holistically tracking and addressing customer pain points as they arise.

Our customers include employees across the globe, the HR community that supports employees, and HR Services teams.

Job Duties:

  1. Gain and maintain a thorough understanding of HR Services – know who we are and how we serve our customers

  2. Work closely with the Persona Program Manager to thoroughly understand the unique employee personas to bring these escalated cases to life and bring the customer voice to the process

  3. Engage regularly and consistently with service owners to understand their needs and their processes to build a more collaborative and effective working relationship

  4. Collaborate with the ER Investigations team to refine and improve the workflow between teams, ensuring SLA is met on both sides

  5. Monitor the overall program at regular intervals to see what's working, what's not and make incremental and iterative changes as appropriate the keep the standard work relevant

  6. Ensure the voice of the customer is reflected through all program-related work

  7. Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem

  8. 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

  9. Lead a team of Program Managers and HR Specialists who will own the full lifecycle of escalations as they come into HRS and will work closely and collaboratively with service teams and outside stakeholders to successfully resolve each issue as it arises

  10. Regular reporting in MBRs and QBRs, as well as ad hoc reporting for service and business leaders; includes creation of dashboards

  11. Oversight of the internal audit mechanism that will be used to measure follow through, true resolution of root causes, and identification of themes or systemic issues

Key responsibilities:

  • Provide clear goals and assign project work to maximize efficiency and engagement ensuring success
  • Assign tasks on communicated expectations then plan, monitor, and review contributions
  • Communicate to stakeholders regularly on the data and themes coming out of the escalations process
  • Through questioning, challenging, and effective collaboration, support the development of a frustration-free customer experience
  • Build and maintain successful partnerships with HR Services' teams, HR stakeholders, and key business sponsors across global HR Services, HROA and other HR stakeholder groups
  • Basic Qualifications
  • · 6-8 years overall relevant experience, min 5 years multiple HR domain areas
  • · 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
  • · Outstanding organizational skills and agility, proven project management skills and a motivated self-starter
  • · 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
  • Demonstrated ability to lead teams, developing team members and providing regular and consistent feedback to help team members grow and progress
  • 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
  • Excellent communication skills, ability to simplify complex topics for broad audiences
  • 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
  • 2- 3 years of project management experience with scoping, leading, and delivering moderately complex projects
  • Knowledge of program management lifecycle and project management tools

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