Sr. Escalation Specialist, Career Choice BXT, Career Choice

Description

Career Choice is an education benefit that empowers eligible employees to learn new skills for career success at Amazon or elsewhere. We believe that everyone who comes to Amazon should be able to build their career. As a result, Amazon created the Career Choice program in 2012, and we’ve served over 100,000 learners since then.

We are looking to hire a customer obsessed team member to manage cases, dive deep to uncover root causes, and propose scalable solutions to improve the Career Choice experience for eligible employees, HR partners, and our program stakeholders, including educational institutions and external employers. You will work collaboratively with a tightly coordinated, mission-driven, global team to raise the bar for the Career Choice benefit.

Each member of our team is a subject matter expert in a major facet of the benefit. This team member will serve as the subject matter expert for our partnership with My HR Live Support (MHLS), ensuring our teams track towards clear, aligned goals, and continuously build efficiencies in our shared processes, including capacity planning, platform migration, and agent resource improvements. A strong candidate will be able to make recommendations for how our teams can apply AI in our work.

Key job responsibilities

Role

The role of the Career Choice Program Specialist supports the associates participating in the program. You will need to be agile and able to manage multiple work streams at once by:

• Resolving escalations from our employees using the Career Choice benefit when they have payment, application, or eligibility related issues.
• Resolving escalations from internal HR teams in order to help them guide associates through using the Career Choice benefit.
• Supporting third party partners (i.e. school partners) when they need assistance with catalog listing issues, payment issues, data sharing, and similar types of transactional support interactions.
• Contribute to data driven reports that highlight the status of team goals
  
  

Basic Qualifications

• Experience with HR processes and systems
• Experience in human resources
  
  

Preferred Qualifications

• Experience with process improvement and stakeholder management
• Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
  
  

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - Amazon Europe Core Sarl

Job ID: A3149438