DESCRIPTION

Amazon strives to be Earth’s most customer-centric company where people can find and discover virtually anything they want to buy online. On the same token, Amazon strives to be the most Employee centric company in the world. You have an opportunity to join the growing Benefits Operations Services organization whose mission is to provide professional services to administer global benefit programs for Amazonians.
We are seeking a results-driven manager to lead our dedicated U.S. Benefits Product Support team in providing exceptional technical support for our internal “A to Z Benefit Experience product”. This role is pivotal in ensuring that our employees receive prompt and effective resolution of product-related technical issues, while fostering a strong culture of collaboration, continuous improvement and excellence within the team

Key job responsibilities
Team Leadership:
• Lead, mentor, develop, and support a high-performing U.S. benefits product support team across multiple time zones..
• Establish and monitor roadmaps, goals, KPIs, and performance metrics related to tracking, root cause analysis, and remediation of issues on the A to Z Benefit Experience product.
• Foster an inclusive and collaborative team culture that encourages customer obsession, high bias for action, invent and simplify, and ownership towards all technical -rrelated escalations from employee and partner teams such as payroll, benefit managers, HR, and benefit providers.
• Provide visibility to leadership on goal trends, achievements, opportunities, and roadmap in weekly, monthly, quarterly, and annual business reviews.
Operational Management:
• Oversee the daily operations and metrics of the product support team to ensure timely and efficient resolution of employee issues.
• Monitor support performance, identify trends in new and known issues, and continuously implement strategies to improve resolution times.
• Conduct regular team meetings to communicate updates, remove any obstacles hindering the team’s success, address any support requirements, and training needs to improve efficiencies.
Stakeholder Engagement, Training and SOPs:
• Collaborate with product managers, SDMs, and other stakeholders to align on RACI, ways of working, and prioritize and track new and known benefit product-related tech issues.
• Act as the single-threaded leader for reviewing executive escalation end-to-end management, ensuring clear communication, precise resolution, and timely updates to leadership.
• Develop and implement strategies for continuous improvement within product support processes and workflows.
• Analyze support data, stakeholder feedback, leadership feedback, and customer/employee feedback to identify opportunities for enhancement in service offerings and support operations.
• Stay informed of industry trends, best practices, and technology advancements to continually enhance support capabilities.
• Design and implement training programs for team members on product knowledge, customer service, and technical skills.
• Ensure documentation of processes, SOPs, and knowledge base articles is up-to-date and accessible for the team.

BASIC QUALIFICATIONS

– 2+ years of HR experience
– Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
– 2+ years of experience in a product support, customer operations or technical support role, with at least 1 year as a people manager ( for 5-10 team size).
– Strong understanding of product support processes and methodologies such as (i) issue tracking and triaging; (ii) root cause analysis; (iii) feedback and analysis (customers, stakeholders, leadership); (iv) developing roadmaps, SLAs, and KPIs; and (v) tracking and reporting KPIs.
– Should have Experience with ticketing systems, case management tools, and project management tools such as JIRA and ASANA.

PREFERRED QUALIFICATIONS

– Experience in managing HR products, supporting end-to-end employee life cycle processes such as job, compensation, benefits, performance, etc.
– Excellent problem-solving, analytical, and critical-thinking skills.
– Exceptional communication and interpersonal skills, with the ability to build strong relationships across all levels of the organization.
– Proven ability to work in a fast-paced environment and effectively manage multiple priorities.
– A Bachelor’s or Master’s degree in business administration, Engineering, Operations or a related field.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

USA, VA, Arlington