As a member of Amazon's Disability and Leave Services (DLS) Escalations team, the DLS Escalations Investigator will be responsible for: resolving escalated issues on behalf of our customers (employees), and working with internal service leaders and external stakeholders to identify root causes and corrective action plans to improve processes, policies and services to create exceptional customer experiences.
The DLS Escalations Investigator must be able to understand complex business processes and succinctly communicate complicated customer and process issues in business terms. In addition, this role requires a strong leader who can manage multiple cases at once, influence key stakeholders and service leaders, and move case reviews from investigation to resolution in a short amount of time.
1. Gain and maintain a thorough understanding of the Disability and Leave teams. Including: policies, plans, processes, standard work, systems, training and education materials, and practices.
2. Manage the entire lifecycle of multi-stakeholder, complex escalated cases, from intake to resolution and reporting.
3. Manage a caseload of escalation investigations to meet various SLAs depending on the type of escalation, including termination reviews, non-executive escalations and executive escalations.
4. Schedule regular meetings with internal DLS domains to research the events leading up to the escalation, capture the sequential flow of events, identify the root cause(s) of the issue(s), define corrective action for each of the root causes, and write a holistic summary.
5. Coordinate with other members of Escalations, DLS domains and the DLS Quality team to provide outputs, results and trends to ensure visibility of identified defects.
6. Coordinate with DLS Quality and DLS domains to take immediate corrective actions on the escalated case to correct any gaps and bring case to current and correct status.
7. Challenge assumptions of why a process or service failed; ask tough questions to get to the root cause of the problem.
8. Utilize a case management system to track and manage details of multiple cases simultaneously, including input of actions taken to resolve the case and various types of reportable outputs on regular deadlines.
9. Simplify complex DLS language while concisely summarizing the issues, defining the defects or service failures and outlining robust corrective action.
Ideal candidate profile
· Bachelor's degree, or equivalent experience
· 3+ years overall relevant experience, specializing in working with employees on disability, leave of absences, human resources, or employee relations functions.
· Knowledge of federal and state disability laws regarding access for people with disabilities; specifically ADA and FMLA
· Basic understanding of return-to-work process, Workers' Compensation, benefits and other programs that impact DLS
· Excellent customer service and communication skills, both verbal and in writing
· Ability to interpret information from various record-keeping systems, and complete work in various systems to coordinate tasks and track progress
· Demonstrated experience managing cases from intake to closure with a high degree of accuracy, resolution, and employee satisfaction