US Escalations Leader, Amazon Immigration

Amazon

Seattle, WA

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JOB DETAILS

SKILLS

Adjudication, Best Practices, Business Operations, Case Management, Coaching, Communication Skills, Computer Science, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Satisfaction, Customer Support/Service, Employment Law, Establish Priorities, Finance, Government Policies, Human Resources, Leadership, Lean Manufacturing, Legal, Management Strategy, Mentoring, Operational Improvement, Operations Research, Pager, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Project/Program Management, Public Policy, Regulations, Risk, Root Cause Analysis, Service Level Agreement (SLA), Systems Engineering, Team Lead/Manager, Training/Teaching, Writing Skills

LOCATION

Seattle, WA

POSTED

2 days ago

Description 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. As US immigration policy shifts rapidly - including regulatory impacts on PERM filings, H-1B adjudication volatility, and evolving work authorization frameworks - this leader will architect a scalable, proactive escalations framework that drives service defects down and customer satisfaction up, safeguarding employee experience throughout the immigration lifecycle. Key job responsibilities US Escalations Strategy & Framework: - 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 Dotted-Line Team Leadership & Development: - 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 Cross-Functional Partnership & Influence: - 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 Data-Driven Continuous Improvement: - 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 What We're Looking For Ambiguity & Judgment - Demonstrated ability to lead ambiguous programs where the problem or strategy is not yet defined; uses domain expertise to determine the right goals, inform decisions, and design long-term solutions for US immigration escalations - Delivers independently while knowing when to seek direction; able to take the lead on local and cross-functional initiatives Communication - Exceptional written and verbal communication skills; able to write clear narratives (6-pagers, COEs, MBR/QBR inputs) and present to leadership up to L10 - Communicates effectively across a broad range of roles and functions; fosters constructive dialogue and builds consensus on contentious issues Execution - Proven ability to mitigate long-term risks and find a path forward in difficult, complex situations - including those driven by rapidly changing US government immigration policy - Leads end-to-end delivery of simplified solutions; makes trade-offs between short- and long-term needs; handles complex escalations and determines where to simplify or extend solutions - Work is both strategic and tactical; learning to force multiply through others Impact & Process Improvement - Work impacts long-term goals across US immigration programs; models best practices and drives high-quality process improvements and operational excellence across all contact handler levels Scope & Influence - Influences across teams and stakeholders; works across the organization to meet program goals - Mentors and develops others; participates in promotion and recruitment processes Basic 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 Preferred Qualifications - 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) - Experience navigating rapidly evolving US government immigration policy and translating regulatory changes into operational action Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 125,800.00 - 170,200.00 USD annually

About the Company

Amazon

INDUSTRY

Other/Not Classified