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 connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams. 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. We are currently looking for a Manager for our ERC Contact Channels team. This role will be responsible for setting the strategy for our contact channels and agent experience. You will manage a team of program managers and partner with Employee Services technical teams to migrate and enhance our telephony and chat platforms. You will work with global ERC
· Bachelor’s degree or equivalent experience. · 6+ years professional experience in related field. · 5+ years of experience as a people manager. · Demonstrated ability to gather and document business requirements and partner with technical teams to transform them into functional specifications and agent experience design artifacts. · Experience managing multiple complex projects and programs within organizations of scale. · Experience working with global customers/partners. · Proven ability to use technology to scale programs and improve efficiencies. · Experience with IVR/telephony and chat platforms