Services Escalation team Employee Services Escalation
The Employee Services Escalation team is looking for an Escalations Specialist who is passionate about resolving escalated issues on behalf of our employees. You would be responsible for managing the entire lifecycle of customer escalations, from intake and tracking, to partnering with internal stakeholders and service teams in the identification of root cause(s) and corrective action(s), to closing the loop with requestors. You will also use data to measure the program and craft narrative business reviews to inform stakeholders about the escalations specific to their services. We provide support to employees across the globe, the HR community that assists employees, and the teams providing employee services to Amazon. Job Duties: 1. Gain and maintain a thorough understanding of HR Services – know who we are and how we serve our customers. 2. Manage the entire lifecycle of multi-stakeholder, complex escalated cases coming into Employee Services, from intake to resolution and reporting.
· Bachelor’s degree. · 3+ years overall relevant experience; minimum 2 years multiple HR domain areas.· Experience working in a shared services environment and other elements of service support such as process redesign, call center related systems and customer or user process design. · Proven experience leading cross-functional projects and managing company-wide programs. · Lean, Six Sigma, or similar certification. · Project management experience, including scoping, leading, and delivering moderately complex projects. · Exceptional writing and editing skills, with the ability to articulate a clear