Description

Are you a self-starter? Can you look beyond a process and see our most important assets – our Associates? Are you looking to build your team leadership and Human Resources skills? Then join us as a Team Manager, on our Interventions Team, supporting our North American Customer Fulfillment Operations Team.

At Amazon, we’re not just looking for people who want to be part of a business, we’re searching for people who want to build the business. The Operations organization and the people who work in it are critical to Amazon's success. Every day we solve for unique challenges and deliver billions of unique products to millions of customers. Amazon’s robust and innovative Human Resources business supports our day-to-day operations and helps to deliver an experience where Associates can bring their best selves to work – where they can engage, grow and fulfill our customer promise.

We are looking for a dynamic, organized self-starter to join the team! As a Team Manager, you will have the opportunity to MAKE AN IMPACT by owning workflow management, escalation management, performance management, training, and development for a team of personnel. This role will maintain a strong partnership with regional and site leaders to resolve issues, identify gaps, and help to maintain standard work. In addition, this position will manage a team of Administrators, delivering services to Associates and site teams across the network. It’s a unique opportunity to manage a team, build critical people management and large scale process execution skills.

Key job responsibilities

Workflow and Escalation Management

Manage HR process workflow for a team of RC Coordinators and RC Leads for a region

Ensure that services are delivered to sites in a timely and defect-free manner – monitor against service level agreements

Respond to and resolve all escalations for assigned region

Analyze workflow data and translate findings into process improvements

Coaching and Knowledge Building

Build and refresh training material for centralized HR processes

Execute training and upskilling within respective team

Coach and performance manage RC Coordinators and Leads on process excellence

Analyze workflow data and translate findings into additional training, as needed

Relationship Management

Provide site leaders insights in day-to-day Regional Center operations

Partner directly with site and regional leaders to address one-offs and/or process breakdown

Be part of a team that actively seeks customer feedback to improve levels of service

Functioning as a Leader

Sit on the leadership team of the Regional Center and influence the organization’s strategic direction

Help to influence and build a leading culture aligned with Amazon’s Leadership Principles

Basic Qualifications

• 2+ years of team management experience
• 2+ years of HR transactional processes experience
• 2+ years of human resources experience
• Experience with Microsoft Office products and applications
  
  

Preferred Qualifications

• Experience driving employee engagement
• Experience using PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications