Escalations Intake Coordinator

Job description

DESCRIPTION

Do you love a fast-paced environment? Do you love connecting-the-dots and keeping things organized? Are you passionate about Amazon's employee experience and want to play a crucial role in making Amazon the best place to work?

Amazon’s population is continuously growing and diversifying and our HR processes, policies, and services are expanding to meet those needs. Employee Services (ES) is a global organization that delivers 200+ services to Amazonians across 50 countries, in more than a dozen languages from 11 regional hubs. The ES Escalations team is looking for an enthusiastic and organized self-starter to shepherd the team toward success as Intake Coordinator. The ES Escalations team dives deep into employee experience gaps across Amazon by performing a fair, unbiased, and comprehensive investigations into the facts and circumstances of the raised concern.

The ideal candidate will be highly organized, capable of comfortably managing ambiguity, someone who is highly motivated, and a thoughtful team player invested in the overall success of the program. Success in this role also requires flexibility and adaptability, an eagerness to continually improve processes, and a passion for helping solve employee pain points.

Job Duties:

1. Act as the traffic control center for all incoming escalations

2. Manage case-work support processes, including triaging messages to the team’s shared inbox, adding case information into the tracking system, and applying rules and judgment to assign casework to investigators

3. Respond timely to inquires, and ensure each escalation follows the best path for resolution

4. Continuous refinement and improvement of intake processes, as well as participation and ideation of overall ES Escalations process improvement efforts

5. Maintain confidentiality regarding all case-related information at all times

PREFERRED QUALIFICATIONS

· Experience leading or participating in continuous improvement efforts
· Experience working in a shared services environment and call center related systems
· Experience in process redesign
· Master's degree

Desired profile

BASIC QUALIFICATIONS

· 3+ years’ experience in Continuous Improvement, HR, Executive Relations, Office Administration, or related field
· Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards
· Demonstrated experience and proficiency in effective written and verbal communication, including experience presenting to senior leaders & executives
· Motivated self-starter, strong drive, bias for action and results oriented
· Highly organized, able to prioritize in complex, fast-paced environment.
· Bachelor’s degree