At least 5 years of management experience and must have led small to medium sized teams
- Prior experience in US Payroll processing and customer service
- Fluency English (spoken and written)
- Excellent written and verbal communication skills: Ability communicate and present efficiently to customer, executives and internal/external stakeholders in professional manner
- Proficiency with Microsoft Office suite
- Ability to influence stakeholders and resolve complex customer/business issues
- Excellent organizational and time management skills.
- Ability to work in a highly ambiguous environment and interest in supporting a global team.
- Experience developing, improving and implementing processes in large-scale, complex environments.
- Ability to handle responsibilities independently, while exercising good judgment in problem solving and keeping team members adequately informed
- Well-honed analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking program metrics including return on investment
Job summary
Would you like to be part of an organization that is helping Amazon to be the Earth's Best Employer?
Do you get excited working with a highly diverse population cutting across multiple countries, culture, and values?
Getting interested?
At Amazon, we take seriously our commitment to pay employees accurately and on time.
But when pay issues come up, our team dives deep into the problem, bring together all resources needed to quickly solve problems, and later capture lessons so the same issues do not happen again.
The US Payroll Escalations Team is seeking a dynamic Manager who is obsessed with improving our employee's pay experience.
In this role, you will lead a team responsible for the investigation of payment issues, collaborate with partner teams to root cause problems, execute and follow through on corrective actions, and recommend improvements to reduce future defects.
Key job responsibilities
As a Manager of the US Payroll Escalations team, you will lead a small team responsible for employee payment complaints and ensure that the voice of our customers are heard and issues are acted on promptly.
You will review employee pay issues that directly lead to poor employee experiences and drive positive actions to improve on behalf of Amazon employees.
**Role Key Responsibilities**:
- Lead a team who is responsible for the investigation and documentation of complex payroll issues, identification of root cause, and execution of corrective actions
- Collaborate with partners in HR, Benefits, Time and Attendance, and other teams to ensure employee payment issues are fixed at the source and future payments will be accurate
- Identify and analyze issues, patterns and trends in escalations, and report to leadership teams
- Identify process and quality improvement opportunities throughout escalation investigations contributing to customer experience improvement and communicate / take actions as appropriate
- Lead and contribute to projects to improve employee pay experience
- Assess team workload and available resources to define priorities
- Manage annual performance targets; create and monitor appropriate performance metrics
- Oversee the hiring and training of new team members and support their development
About the team
The US Payroll Escalations team is at the core of Payroll's customer service mission to ensure that the voice of the customer is heard and respected.
The team handles complex and high profile employee pay issues that need immediate attention.
The team views each employee contact as an opportunity to learn and drive positive actions to continuously improve on behalf of Amazon employees.
- 5+ years of experience in US Payroll and Customer service
- Certification in Six Sigma Green belt and PMP
- A proactive, high energy attitude geared towards achieving continuous improvement.
- Flexibility: Ability to operate in a fast-paced, rapidly evolving, and data-driven organization.