Amazon’s Disability and Leave Services (DLS) team is looking for a highly skilled Escalations Manager to join the team that owns Executive and Ethics Line Escalations for DLS and My HR Live Support (MHLS) services.

The ideal candidate will utilize a wide range of analytical and critical thinking skills to lead the team that investigates complex escalated matters, resolves immediate employee concerns, and collaborates with stakeholders across the business to drive high-impact corrective actions. The individual will be responsible for ensuring the portfolio of Ethics and Executive escalations are addressed timely and effectively and for aggregating information across systems and processes to identify key themes leading to employee escalations, presenting written findings and proposed solutions to leaders, and proactively engaging with partners to advance multi-stakeholder solutions. They have a track record of successful negotiations across teams and strong relationship management skills. They excel in thinking big, while still being able to dive deep.

This individual must be a critical thinker who can formulate a clear point of view on complicated issues, create well-structured narratives, and be able to influence others. The Escalations Manager has strong project management skills, an attention to detail, and the ability to develop routine business operations mechanisms, without following a set playbook. They are an inspirational leader and a seasoned problem solver, with experience delivering results under tight deadlines in fast-paced, dynamic environments.

Key job responsibilities
- Manage a team of 10+ employees.
- Understand, interpret, and apply Leave, Accommodations, and MHLS policies, processes, standard work, systems, and training and education materials.
- Manage the entire lifecycle of multi-stakeholder, complex escalated cases, from intake to resolution to reporting to process improvement.
- Identify themes from escalations. Provide monthly and ad hoc analysis that helps service owners understand their risks and opportunities for improvement.
- Partner with others in the organization (including Legal, Compliance, Product, Tech, Service owners, and others) to design and execute solutions that address issues notes and improve the customer experience.
- Provide simple, yet comprehensive, summaries for priority escalations with urgency. Utilize network of peers spanning multiple domains to quickly resolve employee issues, understand the defects that led to the complaint, and summarize the issues and corrective actions needed in clear and compelling language for senior leaders across HR and outside the organization.
- Triage competing priorities in order to manage a portfolio of investigations to meet various SLAs.


About the team
We are striving to be the earth’s best employer. To get there, we need to treat escalated issues as anecdotes indicative of broader employee experiences and push for systemic solutions to raise the bar on DLS and MHLS services.