Bachelor's degree or 3+ years Amazon experience, or 5+ years equivalent work experience
- 3+ years as manager in contact center experience in a corporate environment or similar frontline operation
- 3+ years HR experience (HR Specialist preferred)
- Proficient in English, both verbal and written
Job summary
Join Amazon's HR team and help make a difference for all Amazonians!
We are currently looking for an Employee Resource Center (ERC) Manager to join our team.
The ERC Manager sets the vision, direction, and culture of their team by managing team performance expectations and goals, maintaining singular focus on ensuring and improving employee satisfaction by identifying broader employee impacting issues, and implementing solutions to drive quality and productivity, while achieving real-time desired service levels.
The ERC Manager is responsible for all budgetary, people development, and operations objectives for the ERC.
Additional responsibilities include managing and leading ERC Team Managers and/or Sr.
Specialist, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations, and building leadership bench strength within the ERC.
If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed managers, leads, associates, and specialists, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you're looking for!
- The ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development of ERC.
- A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement.
- Experience with rapid and complex changing work environment.
- Passion for innovative HR solutions and process improvement.
- Demonstrated experience driving processes improvements and specific skills in Gemba, Kaizen methodologies preferred.
- Manage relationships with key internal and external stakeholders, partnering closely with them for process enhancement.
- Strong project management skills; ability to lead projects at a network level to influence and obtain buy-in, and then drive execution and achievement of the right results.
- Success in creating and driving effective employee relations, retention and reward programs.
- The ability to be comfortable with high volume workload and not be afraid to "roll up your sleeves."
- A strong solution focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions.
- Strong internal and external employee service focus.
- The ability to manage multiple priorities simultaneously - results oriented.
- Excellent organizational and interpersonal skills.
Key job responsibilities
**People Management**:
- Leads and develops a team of ERC Team Managers and/or Sr.
Specialist; responsible for the overall direction, performance management, coordination and evaluation of the team.
Manages the team and ensures high service delivery and execution.
- Stays connected to every level of the department through shadowing and skip level meetings.
Responsible for the morale and motivation of the team.
- Actively participates in and drives the continuous improvement culture through 'kaizen' and lean projects.
Identifies and eliminates barriers to accuracy, productivity, and quality.
- Achieves performance goals and objectives in line with the network wide vision and goals.
- Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.
- Carries out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
**Customer Service**:
- Uses voice of the employee data to enhance the employee experience.
**Subject Matter Expertise**:
- Acts as a Subject Matter Expert for employees, team and vendors.
- Can articulate top drivers of contacts and departmental metrics.
- General understanding of HR Services workload and priorities.
- Knows and interprets basic legal stipulations.
Knows and works with outside sources to develop interpretations and solutions for complex issues.
- Performs audits of team's work.
Assists in developing and approving guidelines.
- Advocates for HR Services
- Handle Calls and Tickets on need basis
- Resolve any escalation for surrounding their team
**Project Management and Communication**:
- Identifies employee impacting issues, working out and implementing solutions and process improvements to increase employee-satisfaction.
Participates in cross-functional process improveme