Sr. Customer Advocacy Leader, Amazon Immigration
About the role
Amazon Immigration is seeking a strategic and execution-oriented US Escalations Leader to own and evolve our end-to-end escalations program across Amazon's US business. This is a senior individual contributor role with dotted-line leadership responsibilities, operating at the intersection of complex case management, program strategy, and service excellence.
Responsibilities
Define and own Amazon's US immigration escalations strategy, covering both reactive case de-escalation and proactive root cause analysis (RCA) and Correction of Errors (COE) processes across all US immigration categories
Audit and redesign the US contacts and escalations framework, in partnership with Immigration Operations, to ensure it is structured correctly, with feedback loops reaching all levels of contact handlers
Build mechanisms to translate escalation data and RCA findings into closed service and technology gaps — driving the virtuous flywheel to reduce defects for customers
Partner with US immigration leaders to ensure they fix customer service defects at root cause
Provide dotted-line leadership and day-to-day guidance to a team of escalations specialists, setting clear expectations, coaching on complex cases, and driving consistent service excellence
Serve as a champion to curate and provide training across Immigration team re. best practices for escalations management, including COE and RCA writing
Mentor and develop team members; participate in the promotion and recruitment process in alignment with the HR Specialist III scope expectations
Serve as the primary escalation point of contact for external immigration providers, Amazon's in-house immigration operations team, Legal, Public Policy, Product, Tech, HR, and business leaders
Communicate escalation trends, risk signals, and program performance clearly to senior leaders up to L10, writing narratives, COEs, and MBR/QBR inputs as needed
Foster constructive dialogue, harmonize discordant views, and lead resolution of contentious issues across a broad, matrixed stakeholder landscape
Partner with other regional escalations team members on shared learnings and mechanisms
Define and track escalation metrics, SLA performance, and customer satisfaction scores; use data to identify patterns, prioritize interventions, and demonstrate program impact
Model best practices in the US immigration escalations domain; drive high-quality process improvements and the use of operational excellence best practices
Own inputs into OP1/OP2 planning cycles as relevant to the US escalations program
Qualifications
Bachelor's degree or equivalent in Business, Program Management, Human Resources, Employment Law, Computer Science, Finance, Computer Information Systems, Engineering, Operations Research or a related field
6-8 years of experience in high-volume corporate immigration services, with demonstrated expertise in escalations management and/or high-touch customer service programs
Deep subject matter expertise in US corporate immigration (H-1B, L-1, TN, PERM, etc.)
Background in process improvement methodologies (e.g., Kaizen, Lean, or equivalent)
Benefits
Amazon offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.