Operations Manager, Disability and Leave Services

Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth’s Biggest Selection. Amazon.com, Inc. seeks to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in 15 countries, offering millions of products in more than different categories worldwide, and we still like to work hard, have fun and make history!

Amazon’s Disability and Leave Services (DLS) team in the HR Services organization is building a best-in-class case management program to deliver leave of absence, disability and accommodation services to Amazon employees globally. To support this growth globally, DLS is driving to redesign our processes and tools for service globalization and infinite scalability, requiring strong operational leadership to help us achieve this.

While some in our organization will work on new service designs and specifications, we need expert operational / service delivery leader, with strong, large group people leadership skills, service operations in line with our leadership principle of customer obsession. The Operations Manager will pride themselves and have a track record of flawless execution, continuous improvement of large service operations using people, tools and processes, demonstrating ownership and a bias for action. They are energized and challenged most in a role where they lead and develop large and growing people organizations whose focus is on exceptional service delivery. They will lead successfully through a well-developed, cohesive leadership team that amplifies the vision and commitments they declare. The Operations Manager will work across multiple business groups and locations delivering DLS services to employees, managers and HR colleagues, earning trust of stakeholders.

The Operations Manager will deliver services through a team of 50+. Fostering a strong Amazon culture in across the team is key as is the ability to coach and develop direct reports, and also hire and developing the best. The successful candidate will have proven experience and deep subject matter expertise in HR operations, systems implementation, compliance, project management and driving process improvements. Experience in leading a customer service or shared HR services center, remote assignments, influencing responsibility, people management and team development are required.

The DLS Operations Manager will contribute deep operational subject matter expertise to DLS initiatives, including operational performance, continuous improvement and quality outcomes. As an operations leader, the position collaborates with key business stakeholders and DLS program leaders to ensure the program is successful across the organization.


Responsibilities:

Operations Leadership
· Ensure operational practices are fully compliant with legislation and policy through monitoring, accountability, auditing and reviewing all practices
· Participate and lead initiatives across Amazon’s DLS Department in cross-functional process and business improvement projects through a standardized process focused on governance
· Manage and drive staffing plans, schedules, quality initiatives, performance levels and process change initiatives
· Build a deep understanding of our operations, while constantly seeking opportunities to raise the bar for the customer
· Lead a team of Managers with operational oversight of 50+ Amazonians

New Program Feature Launches
Serves as operational leadership stakeholder 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
· Support development and implement 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

New Program Feature Launches
Serves as operational leadership stakeholder in implementing new elements of the DLS program, as defined by LOAA 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 in partnership with global team
· 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

Stakeholder Partnership
The DLS Operations Manager is viewed as, and accessible as, a subject matter expert outside DLS, among the many stakeholders touched by leave and accommodation, as called upon by the DLS leadership 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 Operations Manager 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
· 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

Basic Qualifications

· Bachelor’s degree from accredited university
· At least 10 years of management or supervisory experience with comprehensive knowledge of running shared service operations
· Proficient in coaching others (minimum 5+ years of experience) and experience coaching/leading other managers and peers in operational activities
· Fluent in English with other languages being an advantage, preferred fluency in Spanish as well
Technically proficient in MS Word, Excel, Access, Outlook and PowerPoint

Preferred Qualifications

· Masters’ degree from accredited university
· SPHR, PHR, or CPDM certifications, or equivalent
· 5+ years of management experience managing managers of managers
· Exposure to U.S. HR processes and practices
· Experience with global service and employee delivery
· Solid understanding of leading technology platforms, work-flow tools, software packages, business applications in HR area
· Demonstrated ability to deal with confidential information
· Strong problem solving, time management and priority setting skills
· Proven ability to build strong relationships and influence others while working in a cross functional environment, preferably with senior members of the business
· Detail orientation with ability to analyze, problem solve, organize and manage multiple priorities and excellent follow up skills in a fast-paced environment
· Strong analytical and critical thinking skills
· Excellent customer service and communication skills, both verbal and in writing
· 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.
· Ability to travel as appropriate (25% – 50%), including foreign travel; must have no legal/immigration barriers to traveling internationally within 30 days of hire


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.