Sr Mgr Customer Trust Disability and Leave Services

Job Description

Job summaryWe?re looking for an innovative and customer-obsessed leader who can help us invent new ways to administer our services. Amazon?s Disability and Leave Services (DLS) team in the Amazonian Experience & Technology (AET) organization is dedicated to providing best-in-class leave of absence, disability and accommodation services to Amazon employees globally. This high-profile role requires a disruptive leader who will challenge established ways of working and prioritize the employee experience.As Senior Manager, DLS Customer Trust, you will own creating and propagating a culture of trust, ensuring that Amazon employees have quick access to DLS services. As the pioneer of this new space, you will build a team of experts to support employees while creating methods to prevent fraud and abuse. In addition, you will develop the working backwards vision, strategy, and execution of a new real-time approval program for leave cases. This program will require inventing techniques to detect and stop bad actors, leveraging the latest in machine learning, data mining, predictive modeling, and enforcement. It?s fun. It?s hard. It matters to our employees.We are seeking a results-oriented, customer-centric leader to define and build our next-generation customer trust programs. This position has a high level of visibility and high accountability for delivering results and updates to S-team leaders. The right candidate will have strong experience designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of the leave space. The role requires a strong leader with a DNA-level love of data who exudes passion for employee experience and who can communicate clearly and influence at all levels of the company. The ideal candidate has a strong focus on delivering products/services to internal and external customers and combines their product expertise with an ability to build the initial business case and evaluate ongoing opportunities to establish a roadmap for a first-of-its-kind customer trust function within HR.In this role, you will write the working backwards press release to gain buy-in from stakeholders, define use cases, analyze the potential customer and financial implications, select the most promising ideas, prioritize them, and create a cohesive roadmap. You will define key success metrics, measure impact, and track the business benefits. In addition, you will develop a team of specialists to continuously evaluate new opportunities to improve the program.Key job responsibilitiesSpecific responsibilities will include:? Set long-term vision, own the program roadmap, and align company-wide dependencies spanning multiple stakeholder teams.? Drive measurable improvement to key metrics for employee experience, case manager efficiency, and cost.? Move fast, innovate, and find ways to simplify the leave experience, establishing as close to real-time decisions as possible.? Dive deep on data, and ensure the team makes the right trade-offs and protects high standards on behalf of the customer.? Coordinate/project manage with appropriate technical teams to deliver the right results.Candidate should:? Enjoy diving deep into data, have outstanding analytical skills, excellent communication strategies and be confident with executive level reviews.? Thrive in a highly collaborative, creative, analytical, and fast-paced environment and are comfortable interacting with highly technical development teams.? Have the experience and capability to prepare documentation for senior executives and align your roadmap with Amazon?s strategic objectives.? Have demonstrated experience leading and influencing cross-functional teams? Think strategically and at the same time stay on top of tactical execution? Bachelor?s degree in related field (mathematics, engineering, computer science, or similar)? Experience working in or with a fraud or risk management organization? 7-10+ years proven track record in program management, including people management and influencing responsibility? MBA and/or Master?s degree in mathematics, engineering, computer science or similar? Lean or Six-Sigma certification? Solid understanding/significant exposure to Leave of Absence administration? Experience delivering technology products/services in a high growth environment? Experience with business re-engineering/transformation? Ability to work with large volumes of data using advanced Excel and SQL skills

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