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Description

At Amazon, we're working to be the earth’s best employer. To get there, we need exceptionally talented and driven people. Amazon’s Immigration and Relocation Team is looking for a smart, passionate candidate to support complex customer challenges for the U.S. immigration organization. The US Immigration team is a group of immigration subject matter experts and analysts who act as strategic partners and consultants to business leaders and partner teams. The team centrally manages customer experience for in-house immigration filings and the vendors that support Amazon, and delivers projects to improve cost, quality, policy, compliance, and experience for immigration services at Amazon. In this role, you will use your immigration expertise and judgment to oversee filings at a programmatic level and intervene on escalations to drive superior customer experience at scale.

Key job responsibilities

Key job responsibilities

• Independently manage complex contacts and escalations, using immigration subject matter expertise to resolve customer defects against a scorecard.

• Manage difficult legal issues with external providers, internal legal, and business customers, conducting root cause analysis, and developing mechanisms to fix these defects.

• Serve as US Immigration SME for Mergers, Acquisitions, and other entity expansion work, analyzing US immigration impacts of mergers, acquisitions, new and in-country entity expansions, defining customer immigration paths and managing case escalations

• Manage customer success metrics across a multi-provider model, including cycle times, contacts and escalations, customer sentiment, and cost to serve

• Design and implement new contacts and communications mechanisms to improve experience and reduce cost to serve

• Assess, implement and improve mechanisms to close immigration compliance risks

• Define strategy and develop implementation plans to drive new service launches that meet customer experience and legal compliance bars

• Define and execute communication and change management strategies with related artifacts

Monitor and respond to changes in immigration landscape:

• Stay current on legal changes by monitoring relevant portals, publications and notifications

• Escalate issues and challenges that impact project delivery and/or customer experience timely

• Review project impact, and readjusting based on new legal requirements; oversee change management

Basic Qualifications

- Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience

- Knowledge of Microsoft Office products and applications

Preferred Qualifications

- Experience developing policies and supporting documentation

- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards

- • JD or Master’s degree in related field (such as HR, MBA) • ACES, Lean, Six Sigma or design thinking certification or training • 5 years of overall experience either within a law firm (such as a supervising paralegal or managing attorney with responsibility for immigration petition preparation/filings) or in-house in an organization with a significant volume of work and process optimization • Successful record of building, improving, and running operational business processes, ability to drive program effectiveness and high levels of customer satisfaction • Experience identifying and resolving complex issues, assuming leadership roles in unfamiliar or ambiguous circumstances – solid sense of accountability and sound personal judgment • Excellent written and verbal communications - ability to interface with all levels of the organization

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $57,900/year in our lowest geographic market up to $123,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.