Investigation Specialist, Employee Resource Center, ERC Executive Escalations
Full Time
Las Vegas, NV
Posted
Job description
- Bachelor’s degree.
- 3+ years overall relevant experience; minimum 2 years multiple HR domain areas.
Job summary
The ERC’s Executive Escalations Program is looking for an Escalations Investigation Specialist who is passionate about investigating and resolving escalated issues on behalf of Amazon employees. The individual would be responsible for managing the entire lifecycle of customer escalations, including intake and tracking, investigating events and determining root causes, and working with internal stakeholders to put corrective actions in place. We provide support to employees across the globe, the HR community that assists employees, and the teams providing employee services to Amazon.
Job Duties:
This role can sit in Arlington VA or Las Vegas NV
Key job responsibilities
About the team
Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels – phone, web case and chat. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in eight locations globally.
The ERC’s Executive Escalations Program is looking for an Escalations Investigation Specialist who is passionate about investigating and resolving escalated issues on behalf of Amazon employees. The individual would be responsible for managing the entire lifecycle of customer escalations, including intake and tracking, investigating events and determining root causes, and working with internal stakeholders to put corrective actions in place. We provide support to employees across the globe, the HR community that assists employees, and the teams providing employee services to Amazon.
Job Duties:
- Gain and maintain a thorough understanding of ERC Services – know who we are and how we serve our customers.
- Manage the entire lifecycle of complex escalated cases coming into the ERC, from intake to investigation and reporting.
- Independently manage multiple cases at a time, bringing investigations to closure rapidly and definitively.
- Produce summaries of case findings according to a technical standard and style guide specific to this team.
- Analyze trends and produce strategic recommendations to the business to proactively address systemic issues.
- Engage regularly and consistently with service owners to understand their needs and their processes to build a more collaborative and effective working relationship.
- Collaborate with ES Executive Escalations team to refine and improve the workflow between teams, ensuring SLA is met on both sides.
- Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem.
This role can sit in Arlington VA or Las Vegas NV
Key job responsibilities
- Conduct Deep Dives of employee escalations to identify systemic solutions that resolve employee frustration
About the team
Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels – phone, web case and chat. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in eight locations globally.
Preferred Qualifications:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
- Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards.
- analytical/problem solving skills.
- 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.
- Proven experience leading cross-functional projects and managing company-wide programs.
- Lean, Six Sigma, or similar certification.
- Project management experience, including scoping, leading, and delivering moderately complex projects.
- Ability to concisely convey complex facts or events in writing.
- experience establishing and cultivating strong working relationships with multiple teams across an organization.
- solid organization, ability to prioritize and work under pressure on a number of projects at the same time
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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