Appeals Group Manager

DESCRIPTION

We are looking for a dynamic, organized, self-starter who thrives on leading teams, diving deep into the details, can make impartial decisions based on facts, and support employees through their Amazon journey. If this sounds like you, then join the Departures Team as a Group Manager. We are searching for an Appeals Group Manager to ensure proper and consistent treatment of employees, focusing on a positive associate experience in all steps along the way.

This position will be responsible for leading a team of Appeals Administrators, ensuring processes are executed properly. This role will maintain a strong partnership with key stakeholders to resolve issues, identify gaps, and help to maintain HR standard work. This position will lead strategic projects within the Appeals Team, leveraging resources from cross-functional teams to deliver results.

To be successful in this role, the ideal candidate comes with prior Amazon HR and management experience, has strong communication and interpersonal skills. The ideal candidate must be organized, have the ability to manage competing tasks, and is capable of working in a fast-paced environment. The candidate must operate with significant autonomy in this role. The candidate understands business priorities and translates them into the highest impact work. The candidate will help business leaders look around corners with data-driven recommendations that improve field application of policy, associate retention, contribute to process enhancements, improve training materials, and improve the overall employee experience.

Key job responsibilities
• Coaching and Knowledge Building: Be effective at coaching and giving feedback to direct reports to help develop talent and support career development. Identify training and upskilling within respective team. Analyze workflow data and translate findings into additional training, as needed.
• Decision Making: Perform complex work that requires independent research and interpretation of processes and policy from both internal and external sources in ambiguous circumstances. Ability to prioritize multiple inputs and initiate course corrections for team in a complex, fast-paced environment.
• Problem solving: Partner with stakeholders to quickly resolve escalations, track defects, document and share best practices to drive improvements. Respond to escalations, providing root cause analysis and implement solutions. Develop remediation plan and drive to resolution.
• Data analysis: Analyze data to create business cases, influence policy and drive enhancements. May also include presentation of policy and process changes to senior level leadership. Analyze results and remove roadblocks for peers/team.
• Continuous improvement: Understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity, and development of Specialists and other internal customers across PXT and Operations.
• Expertise: Acts as a subject matter expert for customers, team and vendors. Knows and works with outside sources to develop interpretations and solutions for complex issues. Has deep knowledge in process, with the ability to understand and complete process workload when necessary.
• Customer service: Interface with various levels of the organization to identify and resolve both internal and external gaps. Respond quickly and accurately to questions from team, internal business partners, and customers including high level leadership teams.
• Workflow and Escalation Management: Manage process workflows for a team of Appeals Advisors. 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.
• Shift management: Provide training and guidance to team to deliver an excellent experience for our customers. Manage workflow and coordinate with other Appeals Team Managers to ensure seamless handoffs and an even distribution of tasks.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - IND

BASIC QUALIFICATIONS

- 2+ years of HR experience
- Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
- 5-7 years overall experience
- Ability to manage confidential and sensitive employee information and adhere to strict confidentiality standards
- Experience in a call center, distribution center, or manufacturing environment
- Comfort with high volume workloads, experience with rapid and complex changing work environment, willingness to "roll up your sleeves"
- Solutions-focused and comfortable working in an environment which demands strong deliverables
- Bias for action, stellar work ethic, and desire to achieve excellence
- Proven ability to handle confidential information and escalate issues when appropriate

PREFERRED QUALIFICATIONS

- 5+ years of HR Generalist or HR Specialist in a corporate environment experience
- 4+ years of using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan experience
- Master's Degree or MBA in HRM or other specialized training in labor/ employee relations
- Experience with the Amazon Appeals process
- Experience with Case Management
- Evidence of career development and/ or evidence of superior performance in previous roles
- Experience supporting hourly employee client groups with employee populations of 2,000+

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